Customer Success Manager
HeadBox is an award-winning, service-led meetings and events platform supercharged by software. We are on the lookout for a Customer Success Manager to join our rapidly expanding Customer Success team. Our software products, namely Lead Feed and HeadBox for Business, allow our customers to book, manage and deliver everything in one place - no long searches, no hidden costs, no stress.
As the UK’s fastest-growing event tech brand backed by Guinness Asset Management and Deepbridge Capital, we are on a mission to bring people and spaces together to make brilliant things happen everywhere. We now employ a growing team of 60 HeadBoxers, based in Shoreditch, London.
The Role
Lead Feed is our market-disrupting software that gives venues access to a live feed of relevant leads that they can convert, at any time. Flipping the marketplace model on its head, we are looking to deliver ambitious expansion in the UK in 2022 with 1000 new Lead Feed Customers. And you will be a crucial contributor to this goal!
Reporting into the Head of Customer Success, you will be responsible for managing the end-to-end onboarding, business as usual, renewal upsell and cross-sell process for Lead Feed Customers, this will include:
Organising and running training sessions with new Lead Feed Venues, including training sessions and monthly check-ins. We aim to convert every customer into a Lead Feed Brand Ambassador!
Identifying key stakeholders within these venues and nurturing long-lasting relationships
Scheduling and running quarterly reviews to go through reporting, gather feedback and ensuring everything is running smoothly
Confirming success criteria with each venue and ensuring we are effectively delivering against these
Working closely with the Product team to feedback on customer insights and contribute to the roadmap
Working closely with Marketing to ensure onboarding and ongoing comms are up-to-date and relevant
Managing renewals, including cross-sell and upsell opportunities, to Lead Feed customers
Responsibilities
Adoption - you will be responsible for driving the adoption of Lead Feed and making sure that every customer loves the product!
Relationship building - building rapport and meaningful relationships is essential for this role. We’re looking for someone who the customer is going to love as much as they love the product.
Revenue Generation - being part of the HeadBox commercial team means that you are a vital contributor to our ambitious monthly and annual revenue targets.
Requirements
Industry Experience - You’ve done a customer-first role before ideally within events or hospitality, where you delivered against both customer success and commercial targets.
Communication - it is important that you have strong communication skills as you will be interacting with a range of people and you will be required to tailor your communication as needed
Commercial acumen - a quickness in understanding and dealing with a ‘business situation’ in a manner which is likely to lead to a good outcome
Attention to detail - you’ll be dealing with stakeholders at any one time which means the devil is in the detail!
Be great to work with - we’re looking for someone who embodies the HeadBox values, Brilliance, Curiosity, Empathy and Integrity.
Package and Perks
HeadBox is 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we would love to hear from you.