Head of Customer Success

Job Description

£90k - £110k + performance bonus and stock options

🌍 Location

United Kingdom, fully remote 

However you’ll need to be in London for leadership meetings and offsites as follows:

• 1 day per month (leadership meeting)
• 1 day per quarter (company offsite)
• 1 full week per quarter (leadership planning)

Your travel and accommodation expenses will be fully covered by zeroheight :)

👉 In a nutshell

Join zeroheight for the opportunity to have a significant impact as CS leader responsible for the success of some of the most prestigious companies in the world such as Adobe, United Airlines and Uber – and more than 20% of the Fortune 100! In this role you’ll be leading an incredibly talented team of 4 CSMs and 1 CSM / CS Ops, as well as joining a growing 50+ person product-focused company based in the UK / US at a very exciting time. Come and apply your CS leadership experience and skills to supercharge our market leadership in DesignOps and contribute to shaping the future of UX and product development!

Benefits 🥗

Find out more about our team and company perks here

⚙️ What you’ll do

• You’ll lead, manage and develop a high-performing remote CS team of 5 split in between the UK / US / South America (4 CSMs and 1 CSM / CS Ops)
• You’ll set, communicate and drive achievement of quarterly CS strategy and goals
• You’ll set and manage the CSM variable compensation plan to align with CS goals
• When the time comes to grow the CS team, you’ll hire, onboard and train new CSMs
• You’ll work with our ops and data teams on CS capacity management and CS forecasting
• You’ll work very closely with other zeroheight leaders – in particular in Sales, Product, Marketing and Support – to ensure smooth collaboration, mutual support and alignment. You’ll attend quarterly leadership planning weeks in person once per quarter in London.
• You’ll continuously look for ways to improve our CS best practices, our CS processes as well as our customer retention and expansion numbers – endlessly seeking to better understand what drives churn / expansion for us and ensuring a strong feedback loop with Product/Sales
• You’ll keep abreast of market and customer trends, seek out industry benchmarks, and communicate where zeroheight sits within those and what we should be aiming for

🤸‍♂️ Who you are

Essential

• You’re a proven CS leader and manager with 7+ years of Customer Success experience including at least 3+ years as a high-performing CS leader / manager
• You’ve led CS in a mid-market / enterprise B2B SaaS company (10k-100k ARR accounts)
• You have a track record of leading teams that achieve best-in-class mid-market / enterprise B2B CS targets (above 90%+ gross revenue retention and above 100%+ net retention)
• You’re experienced with CS best practices, tools (we use Planhat) and methodologies such as customer health scoring, and you have experience implementing a variety of best-in-class CS playbooks, tools and customer lifecycle processes
• You have a track record of successful collaboration with Sales and Product leaders, who can ideally provide references for you
• You’re a great communicator and leader and have excellent relationship management skills
• You’ve dealt with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively
• You’ve hired and retained top-tier CSMs by fostering a high-performance culture, but also by developing a supportive and people-first culture in your CS teams

Ideal

• You have CS leadership experience at a “growth stage” company (10M-100M ARR)
• You have experience in a company that combines freemium/product-led growth with a B2B mid-market/enterprise sales motion (10k-100k ARR accounts)
• You have experience leading a segmented CS team with a variety of engagement models
• You have experience successfully managing a remote as well as international team
• You have good product / technology knowledge and can get up to speed on our industry and our customers’ problems quickly and become a trusted advisor / domain expert yourself

🖼 About zeroheight

We’re building the world’s UX infrastructure and lowering the barrier to creating great user experiences by enabling any company in the world to have a sophisticated design system. We’re allowing companies to design and develop user experiences in a much more systematic way and deliver high quality UX 10x faster.

We've built a design system documentation product people love and thanks to this we've grown through word-of-mouth to 1600+ customers including multiple Fortune 100s. We're the market leader in our category and have the backing of world-class investors like Tribe Capital, Y Combinator and Adobe. But design system documentation is just the beginning... we're now perfectly positioned to become the leader in DesignOps and transform how products are built 🚀

You can learn more on our About us page

Let’s do this!

Here’s an overview of our hiring process:

1. Introductory call (30min)
2. Management discussion (60 mins)
3. CS experience (90 mins)
4. Chat with team and present problems (2 x 30 mins then 45 min discussion)
5. Values interview (60 mins)

We know this is quite a few sessions - thanks in advance for your patience - but this is a big decision for both of us!

In each session, we ensure there's at least 10 mins for your questions

Our DEI Statement

At zeroheight we live and breathe our values, building an inclusive and diverse team is what makes us great. We are proud of the culture we’ve created and by embracing individuality we continue to add to our culture.

We look to hire the best, give an amazing experience throughout and we don’t discriminate against who or what you are. Our employees are encouraged to be their authentic selves, allowing us to celebrate our differences and learn from one another. All we ask is that you be yourself, love what you do and give 100%.

Take a look at our current DEI stats here.