Head of Customer Success (Brighton/Hybrid or Remote)

We make journeys easier and more enjoyable by giving our customers and their passengers a stronger sense of control. From disruption management to hyper-personalised pre-departure communications and mobile boarding passes, we build the technology to help companies stay connected with their customers at every stage of their journey.

Established in 2000, we have since grown to become one of the travel industry’s major suppliers of passenger messaging solutions. More than 60 airlines, rail and travel management companies, including British Airways, Flight Centre, Qantas, Ryanair and JetBlue use our notifications platform. With exciting plans for the future, it’s time for us to expand our growing team and we’re hoping you are who we’re looking for.

Our culture:

Our culture is at the heart of what we do every day, and travel is part of that too, that’s why we’re proud to live by our values.

Flying high: yet still climbing We know our stuff and are happy to share our knowledge and expertise. We pride ourselves on being at the top of our game and strive to keep learning.

People are our passport to success: they're at the heart of everything we do We develop strong relationships built on trust and respect, and always do the right thing by each other and our customers.

Accelerating forward: embracing change, challenge and growth Whether it's for ourselves, our colleagues or our customers, we are always looking for ways to improve and to grow. We're not afraid to challenge the status quo and drive change with enthusiasm.

All inclusive*: we're a strong, collaborative community We share the same vision; to make 15below the best it can be. We pull together to make it a reality, look out for each other along the way and make sure everyone's voice is heard.

Enjoy the journey: bringing fun and positivity to everything we do We're proud and passionate to be part of the 15below family, and never take ourselves too seriously. Having fun is really important to us.

* We are committed to maintaining our welcoming and open culture where differences are embraced. We know that some people are hesitant to apply for roles unless they tick every box, but if you’re excited about this role and your experience doesn’t fully align, we encourage you to apply anyway. You might be the right person for this or other roles.

We’re certified with Flexa, making us a ‘truly flexible employer’. Flexibility is part of our culture and if you’d like to know more about this then take a look at our Flexa profile.

We're also proud to have earned a Great Place To Work Certification and are officially a great place to work for wellbeing and for women. This year, 95% of employees said it’s a great place To Work – 41% higher than a typical UK company.

The role:

As Head of Customer Success, you’ll be responsible for customer engagement and retention, including:

• Creating and embedding the model by which we work with our customers through every stage of their journey with us.
• Developing and maintaining an excellent understanding of the 15below platform and how it is used by our customers.
• Ensuring our customers are successfully onboarded, working closely with the Commercial and Delivery teams to improve the efficiency and effectiveness of the onboarding process.
• Embedding a customer-centric culture throughout 15below by providing insights, training and guidance.
• Ensuring our customers understand the full value of our platform and are able to get the maximum benefit from it.
• Ensuring we have long-term collaborative relationships with all of our customers and maintain our status as trusted partners and experts in travel.
• Building and leading a globally distributed customer success team.
• Establishing the standards, quality and ethos that guides our customer interaction at every touch point.
• Developing strong customer relationships to gain a deep understanding of their needs and how we can meet them, providing insights to internal teams, including Product, Commercial and Delivery.
• Implementing pro-active customer service strategies that will elevate our ability to drive customer success, whilst maintaining efficient reactive processes in response to escalation and/or outages.
• Focusing on customer attrition and retention and maximising the potential value of customer relationships.
• Owning customer-centric metrics and identifying initiatives for improving performance and results.

Requirements

The kind of person you are:

• Proven results in establishing a high performing customer success function in a B2B enterprise software environment with a global customer base.
• Strong leadership capabilities, with experience in building a globally distributed team.
• Data driven and commercially minded.
• A people-focussed approach, able to build excellent relationships with internal and external stakeholders.
• An innovative mindset, able to design and deliver strategic initiatives in order to meet business objectives.
• A passion for the travel industry
• Great communication skills at all levels of a business
• Excellent written and verbal communication skills, with fluency in English

Skills to impress:

• Experience in travel tech

Further information:

We are offering truly flexible working options so you can decide whether you want to work from home, from our central Brighton office or a bit of both (within the UK).

Hours: Full-time (37.5 hours per week)

Reports to: CCO