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Head of Customer Success

March 31, 2021

Optiseller's Head of Customer Success

Optiseller is a rapid growing SaaS e-commerce data analytics business supporting online retailers across the world to sell more effectively in the e-commerce marketplaces using our Optiseller suite of tools.

We are an established company, being on the go as Developing IT since 2005 and recently rebranding as Optiseller.  At present we have 40,000 users of our software tools across 140 different countries.

We are looking for an energetic Customer Success Manager who will be responsible for leading customer success and retention initiatives whilst working collaboratively across various functions and teams directing the future of our product.

The successful applicant will be joining us at an extremely exciting and busy time during a rapid period of growth. 

Based in Stirling, there is the opportunity of home working however we would like people to be able to come into the office as and when necessitated by the business which would be around monthly however the office will be there for those to use as often as preferred (when we are able to do this).

The role:

  • Building and leading a multi-territory and multi-language customer success team
  • Defining strategy and implementing processes to enable the customer success team to achieve their objectives.
  • Implementation of customer success strategy and implementing effective KPIs and data metrics
  • Providing a great customer experience to maximise revenue and platform usage and minimise customer churn.
  • Manage the delivery of SaaS-based projects.
  • Regular communication with customers to identify issues and or requirements that need to be passed on to product and development teams
  • Provide insights to customers to ensure that they gain the most out of the product with the aim of helping grow our customer base.
  • Ongoing collection and analysis of data that can be shared across the relevant teams to ensure continued progression in the product road map.
  • Represent the voice of the customer across the business and various teams

The person:

  • Previous experience in Customer Success, Account Management or similar role
  • Experience of working within a SaaS environment
  • Experience working with, and managing stakeholders and customers
  • Driven self-motivated, enthusiastic with a can-do attitude
  • Excellent communication and interpersonal skills
  • Ability to lead, motivate and support a team
  • High level of accuracy and attention to detail

Ideally:

  • Worked within a SaaS business
  • Previous e-commerce experience

Remuneration:

In addition to base salary, we offer annual bonus, private health, pension and other benefits, and we are a great place to work. 

We are seeking to recruit urgently, if you are interested in joining our team, send your CV to hr@optiseller.com. We look forward to hearing from you.
No agencies, please.

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