Head of Client Success at United-Media
At a glance
Leadership Customer Success role at unitedmedia. London.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead client delivery from onboarding through performance reporting, with your team accountable for every client
- Build, coach, and assess the client success team while setting clear goals and expectations
- Create consistent cross-company processes that improve efficiency and customer satisfaction
- Shape an end-to-end product-led user journey with teams across the organization
- Scale client success and operations across markets as part of the management team
What you bring
- At least five years leading related functions in a fast-moving, high-growth setting
- A record of scaling client success, operations, sales, or growth teams inside a growing startup
- Strong project management, process design, prioritization, analytical, and commercial skills
- Practical success using automation to expand operational capacity
- Experience growing customer-focused operations, ideally while supporting revenue growth
Who this fits
You’ll suit a senior people leader who enjoys coaching teams, building processes, and scaling client success in a growth-stage business. The role reports to the Founder and CEO and includes overseas conference travel. You’ll work from the office Monday through Friday in London, with no remote option.
From the employer
About us
United Media focuses on building large scale industry media and conferences products in sectors such as insurance, HR, private equity, retail, etc. As of today, we have organically launched 8 media companies and acquired one. (Insurtech Insights, Presidents Summit, Private Equity Insights, HRtechX, CFO insights, Retail Insights and SetSales).
Context for the Role
You’ll have the chance to shape and execute the company's client success strategy, collaborate with talented teams, and make a tangible impact on the company’s success. With a rapidly expanding market presence, this role offers both challenge and reward, providing the opportunity to lead a high-performing team while directly influencing the company's continued expansion. If you're passionate about scaling a business and being part of a forward-thinking company, this is the perfect time to join and make your mark.
You will report directly to the Founder / CEO in this newly created position and will be tasked to scale the client success and operations departments, while getting the chance to impact all areas of the business at this exciting early growth stage. Specifically, you will become an integral part of the management team and work closely with the founders and be responsible for
Responsibilities
As an essential member of the leadership team, you will be accountable for delivery to all clients. You and your team will be responsible for onboarding new clients, managing the delivery process and reporting performance to clients. This role is a critical part of the company continued growth and success.
- Team Leadership: Manage, grow and mentor the client success team, fostering a collaborative, top performing and innovative work environment. Set clear goals and expectations and evaluate team performance.
- Enabling exponential growth and expansion by focusing on what’s most important - the customer, and their success.
- Implementing people management best practices and the team spirit required to scale and internationalize the functions across all markets.
- Building and harmonizing cross-departmental processes across the entire company to ensure a maximum level of efficiency and customer satisfaction.
- Working very closely with the organization, to take a product-led approach in creating an incredible user journey, end to end.
Requirements
- 5+ years of leadership experience in related leadership roles in a fast paced high growth environment
- Strong project management and process creation skills and strong ability to prioritize.
- A track record of successfully leading and scaling similar functions, including but not limited to client success, operations, sales, growth/international expansion, in a growth startup
- Experience in client success / business operations, ideally in a high growth business
- Strong analytical skills and fluency across relevant tools paired with commercial acumen
- Proven success in applying automation to scale operations
- A passion for people! For coaching, mentoring, leading, and uplifting your teams, with an ability to create a happy, high performing, culture
- Proven success in growing the client/customer success function and overall customer-focused operations to support a rapidly growing business, ideally with exposure to driving revenue growth of a successful business
What the company offers
Unique opportunity to take ownership of client success in an ambitious company experiencing high year-on-year growth. To ensure a never-ending growth curve, we provide you with:
- The opportunity of having a real impact - You’ll be getting operational experience in a start-up where both your work and the results are highly tangible and matter to the business.
- An inspiring, diverse, highly motivated, and international working atmosphere
- Unlimited growth potential in our company - we strongly believe in and have a track record of promoting internally.
- Market-competitive compensation.
- Travel opportunity: You will be joining our conferences overseas.
- Invaluable transferable skills - boost your interpersonal, research, organisation, outreach and project management skills through experience and training.
Startdate
Flexible
Monday - Friday we work from our office and do not offer remote work.
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