Head Of Customer Success

Salary: £60,000 - £70,000 + OTE (up to £35K)

Recruiters: As much as I value you, we are not looking to partner with any recruiters or agencies for this role

About Us:

We are Gett. We solve the most complex, real-life problems of urban transportation; as a talented, dynamic and multi-faceted community, we are here to challenge the norms of the industry with our technology and move it into the future.

We set the bar high for ourselves and take pride in delivering frictionless products for all our customers.

We are the people you can rely on when you need to move with confidence, whether you are going places for yourself, for your business, as a traveller or driver or as a partner.

We are very local. We integrate with the existing fabric of the places where we operate: we work hand-in-hand with the local taxis and fleets to provide the best possible service customers can get, where it matters the most.

We serve people who move constantly and we’re one of the best for the most demanding customers: business travellers. That’s where we started, building the best platform for the challenging needs of businesses. And then for anyone’s everyday needs: for drivers who make it their living - every day, and beyond.

About the Role:

Salary: £60,000 - £70,000 + OTE (up to £35K)

Hybrid: Minimum 2 days a week in the office (WCX1 0BJ)

We are looking for a Head of Customer Success to join our UK Commercial Team. The successful candidate will play a pivotal player-coach role, leading a team of 4 direct reports while also being hands-on in managing and maintaining relationships & growing revenue within tenured B2B customer accounts. The primary focus will be on customer retention, driving incremental revenue growth, increasing user adoption and ensuring the long-term satisfaction of our valued B2B customer segment. This role will report to the Director of Customer Development.

As a high-profile hire in this newly created segment, you will be both a "thinker" and a "do-er". You will own the Customer Success strategy, build a scalable Customer Success framework and be able to action it effectively in your own client portfolio, as well as your team’s, with limited guidance. The successful candidate will have an analytical mind - you’ll be adept at leveraging data to plan, focus activity & measure impact.

As a marketplace business, you'll need a deep understanding of effective strategies to drive user adoption, ensure customer retention and be driven to constantly seek opportunities for improvement whilst minimising risk of churn. You'll need to wear many hats and be able to work creatively in a fast-paced environment. If you know how to motivate an experienced team, are client-obsessed, an exceptional communicator, have strong analytical skills and an appetite for success, you'll excel in this role.

You must possess a genuine hunger to navigate large and complex customer accounts in a fast-paced, hyper-growth environment. Be prepared to roll up your sleeves and work hard (and have a lot of fun while you're doing it!)

Mission of the Role:

The main focus of the role is around stability. Instilling best practices and to champion the long-term success of every customer, ensuring their retention, fuelling incremental growth, and embodying a customer-centric culture that reflects the essence of the Gett brand.

Responsibilities and Accountabilities:

Player-Coach Leadership:

• Lead and mentor a team of 4 Customer Success Managers, providing guidance and support
• Act as an escalation point when required.
• Personally manage and grow relationships with key tenured customer B2B accounts.

Retention and Revenue Growth:

• Develop and execute strategies to enhance customer retention rates.
• Identify opportunities for incremental revenue growth within existing accounts.

Customer Satisfaction & User Adoption:

• Drive cross-functional initiatives to ensure long-term customer satisfaction and loyalty.
• Drive initiatives to boost user adoption and reduce churn.
• Work closely with the team to address customer concerns and feedback.

Strategic Planning:

• Develop and implement Customer Success strategies aligned with overall business objectives.
• Collaborate with cross-functional teams including Marketing, Operations, CEXP, Customer Support, Product, Tech Support, Data/Analytics, and Finance to ensure Customer Success initiatives are effective and integrated into the company's overall strategy.

Data-Driven Insights:

• Utilise data and analytics to identify trends, track key performance indicators, and make informed decisions
• Implement proactive measures based on data insights to enhance Customer Success efforts

Knowledge and Experience:

• At least 6 years experience and significant track record of successfully managing and growing large customer accounts as an individual contributor
• At least 3 years proven experience in people management and/or a player-coach role within a Customer Success or Account Management function.
• Customer-Centric Approach - Passion for delivering exceptional customer experiences.
• A natural networker and relationship-builder, both internally & externally.
• Strong understanding of Customer needs and the ability to align strategies accordingly.
• Results-oriented and driven mindset with a focus on achieving and exceeding retention and revenue goals.
• Data-driven - Able to understand & utilise data/analytics to identify trends, track key performance indicators, and make informed decisions.
• Problem-solving: Ability to identify and solve complex customer problems by drawing on the wider expertise of cross-functional teams.
• Able to take a “done is better than perfect” mentality with an appetite for continuous improvement of processes and ways of working.

Interview Process:

• Talent Screen - (40mins) Our Talent and People Partner Izzy Johnstone will be asking around your experience and motivation for joining Gett
• Hiring Manager - (1 hour video call) - Here you will meet Rosie McKinnon (Director of Customer Development) and your manager! She will deep dive into your experience in relation to the role. Asking questions around your account management/client relation, strategy and team management experience You will also have time to ask questions to Rosie, so have them prepared!
• Presentation + Competencies (1hr video call)- We will send over a scenario for you to create a presentation on and then you will present back to Rosie McKinnon, Chris Lewis (VP of Revenue), Miles Hershkorn (Director of Sales) and Noora Jyvala (Director of Revenue Operations). Presenting will be the first 20 mins and the rest of the interview will be Q+A around your presentation as well as questions around competencies (Leadership, Ownership and Stakeholder Management).

Please Note: To give you an idea of how long the process could take, I typically estimate 1 week per interview due to diary management - if we can fit 2 interviews in 1 week we will try

Here's What you Gett:

25 days holiday a year + bank holidays + a day off in your birthday month + 2 volunteer days + 1 Wellbeing day per quarter - PLUS one extra Friday off every month!

Taxi Credit (obviously!)

Working from Home Allowance

Pension Scheme

Cycle to Work Scheme

Electric Car Scheme

Private Medical Cover

Health related cash plan

✨Life Insurance

Employee Assistance Programme

️Discounted Gym membership

Gett Onboard!

At Gett, we embrace and celebrate diversity in all its vibrant forms. Whether you are a team member, customer, driver or supplier, we firmly believe it's our duty to create an inclusive environment where you can be your whole self.

We strive to operate openly and respectfully as a team and offer accessible products and services; we believe this helps us achieve great outcomes for our customers and communities and make Gett an enjoyable, safe and positive workplace for all. Together, we grow and thrive on the multitude of backgrounds in our truly diverse team.

If you need additional assistance or having trouble with applying please email: recruitment.uk@gett.com