The Customer Success team delivers a comprehensive customer centric program designed to surprise and delight our customers. At Featurespace Customer Success are expected to manage customer expectations by being transparent and proactive and drive through opportunities for advocacy wherever possible. While expanding the revenue investment of a customer is part of the role, this should result from working closely with customers and truly understanding their needs.
We are looking for top talent to join our growing team, someone with a standout personality, customer centric and high levels of integrity. The customer success team has the ultimate responsibility to safeguard the relationships with our customers and ensure they are achieving the outcomes they want from Featurespace. This is a role which requires tight co-ordination and time management working with every team in the business to provide comprehensive services, products and solutions to a customer through our new pod structure.
Reporting to the Head of Customer Success, the successful candidate will be a senior hire and responsible for creating a strategic plan and leading a dedicated pod team of experts to execute it, resulting in the retention and growth of our biggest (Tier 1) customers. A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.