Customer Success Lead, Beauty and Lifestyle

*this role is open to remote working within the UK. Successful candidates will be required to travel to their closest UNiDAYS campus (London or Nottingham) on occasion.

The role in a nutshell

As a Customer Success Lead, you will be responsible for the hiring, training, coaching and managing a team of new and established CSMs, a senior CSM and a customer success executive in a fast-faced and rapidly changing environment within your assigned vertical. 

As part of our customer obsessed and results driven mindset, you’ll be responsible for maintaining a high standard of customer health, executing against team account objectives, all while driving high retention rates and achieving revenue goals within your category.  

You will also be responsible for driving the category specific sales enablement needs and working cross functionally with our enablement department to execute against these requirements.  This includes outlining category market research requirements, conference attendance and team sales enablement needs.

Day to day responsibilities

• Lead, coach and empower the customer success team to be successful in their roles
• Ensuring adequate staffing and talent resources for your team, both in terms of quantity and quality.
• Conduct regular performance management review cycles with all direct reports, offering honest and constructive feedback and discussing opportunities for professional growth.
• Championing best practices and acting as a go-to expert for the rest of the Customer Success team and within your assigned category
• Assess coaching and (onboarding) training requirements for Customer Success team members and recommend or implement changes where required.
• Assisting your team with high severity requests or issue escalations as needed.
• Establishing best ways of working with Marketing, Finance, Business Operations, Data and other internal UNiDAYS teams, in collaboration with the CS leadership team.
• Immersing yourself into client relationships to maximise usage of our product portfolio whilst promoting excellent customer satisfaction and experience.
• Leveraging your comprehensive understanding of UNiDAYS' solution set and platform to provide relevant adoption and technical recommendations on solutions and enhancements tailored to Partners’ business needs.
• Working cohesively with the Account leads and Category Owners to uncover partner needs and tie those needs to our specific set of products.
• Identifying and assessing renewal risks for team’s contracts and collaborating with relevant internal teams to ameliorate.
• Working directly with the sales enablement counterpart to drive category market insight and sales enablement needs for your team
• Inputting on cross-functional strategic projects with a focus on the constant evolution of the Customer Success function, in collaboration with the CS leadership team.
• Develop and track metrics for both the customer and team’s success

What we need from you

• Proven track record of success in Customer Success, Account Management or similar role, responsible for revenue retention, minimising churn, product adoption and increasing customer satisfaction.
• A deep understanding of the SaaS, e-Commerce and/or online advertising industry, ideally in a scale-up business environment.
• Extensive experience in line management, with 5+ direct reports (experience in remote team management is a plus).
• Comfortable working towards team retention targets and MBOs/OKRs, with a track record of frequently exceeding these.
• Demonstrated a strong desire to coach, mentor and train.
• Confident and articulate communicator with excellent presentation skills.
• Ability to effectively prioritise tasks and manage time, even in high-pressure situations.
• Comfortable with numbers and analysing large data sets; experience in using Excel.

Perks

We've accomplished a lot since we started in 2011, but in many ways, this is just the beginning. This is the chance for you to get in on ground zero. An opportunity to make a difference within the business with global reach. You’ll also be working for a Great Place to Work CertifiedTM company who have been recognised on the UK’s Best WorkplacesTM for Wellbeing 2022 list. To find out more about our workplace initiatives, see our exclusive case study with Great Place to Work and be sure to visit our profile for more information.

We offer a fast paced, fun & social working environment where you can truly make an impact. We believe that work should enhance and complement your life which is why we leave it up to you to decide where you work. You can choose to work from your assigned campus (Nottingham, London, New York or Sydney) or from home, whatever works best for your individual needs. Your manager may request you attend team meet ups at your campus but other than that it is up to you! We work hard at UNiDAYS, but we also believe in fair compensation for hard work. That's why we're pleased to offer all employees full access to our comprehensive benefits package. This includes:

• 25 days holiday per year increasing with length of service, plus flexible bank holidays
• Competitive salaries
• 4pm finishes every Friday
• Company bonus scheme
• Company pension scheme
• Company share option scheme
• Private health insurance (Vitality)
• Income protection policy
• Life assurance policy
• Employee Assistance Program
• Enhanced parental leave pay
• Core hours with flexibility around how/when you manage your time
• Regular team building activities
• The latest tech and hardware will be supplied from day one
• Good Vibes Program: we know we’ve all had to adapt to new ways of working and UNiDAYS has always taken pride in the community we’ve created in the office but we’re just as committed to creating an innovative approach to fostering connections and improving engagement outside of the office! We want to boost your remote working experience so think virtual parties, pottery classes, wellness classes and guest speakers just to name a few!
• Support for home working for all new team members. We will help assess your home set up and you can expense £150 towards any additional furniture you may need to be safe and comfortable when working from home

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.