VP of Customer Success

Customer Success · London, London, City of
Department Customer Success
Employment Type Permanent
Minimum Experience Executive

Life at ScreenCloud

 

At ScreenCloud we see the potential where others don't.

Digital screens could one day be as big a part of our lives as the web is today. Our simple digital signage software lifts information out of the places it lives and transforms it into beautiful, screen ready content. Working on everyday consumer hardware, ending clunky digital signage that could only be done by IT. We empower business owners, HR managers and technical teams to create digital signage that changes the way they sell, think and work. It’s quite the adventure. 


We’re very proud of our product, but it is our people, and shared values, which will take us where other companies can’t go. We have hubs in Los Angeles, London, Belfast and Bangkok, alongside people working remotely all over the world. This means finding lots of ways to come together, like our annual company retreat, monthly All Hands and weekly WIPs. We treat people like adults as standard, which means freedom to work how, and where, you feel best, and an equal responsibility to do great work. 


Coming from different cultural backgrounds (20 nationalities!), we’ve learned to cherish each other’s interests. Some of us enjoy the joy of daily running and looking after our dogs, whilst some of us live for the thrill of boxing, rock climbing or swimming with sharks. 


Company Values


TRUSTING

We only employ bright, engaged, ambitious grown-ups with a talent for what they do. The upshot of this? We trust our team’s integrity at all times, which means no “clocking in and clocking out”. We encourage home-working and don’t limit ourselves to our employees who are living within a commutable distance from one of our hubs.  


TRANSPARENCY

We pride ourselves on this value, whether it’s sharing our numbers (warts and all) with our employees or giving open and transparent feedback, we aren't in the market for hidden agendas and elephants in rooms


UNCONVENTIONAL

We want to disrupt the world of digital signage and how physical spaces connect with technology and communicate. We don’t conform to what has already been done and we question the status quo - there can be a better way!


BRAVE

In taking on new challenges that might feel uncomfortable, in our thinking and in having open and honest conversations with each other and our customers.


And all of these should be done with utmost INTEGRITY. We are honest, consistent and fair in everything we do.


Role


The VP of Customer Success will be a crucial addition to the team,  reporting to the CEO and acting as the leader of Customer Service, Account Management and Professional Services inside the company. Such a role is absolutely vital to our long-term profitability, as we will not be successful unless our customers are receiving massive value from our service. As such, we are looking for a senior executive to own driving success for our customers through nurturing and maturing the existing growing teams.


Responsibilities:

 

  • Lead, expand and mentor the global Customer Service, Account Management and Professional Services  teams
  • Iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
  • Drive customer lifetime value by defining the customer journey. Deploy programs to help drive business value with customers, customer goal achievement and new features
  • Provide insights from customer data to the marketing and sales departments in an effort to continue growing the organization and reducing churn
  • Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
  • Learn from best practices in industry and identify opportunities for continuous improvement


Requirements:

 

  • 10+ years of experience in a Customer Success and/or Professional Services leadership role
  • A strong strategic vision for the customer experience, professional services, and customer support
  • A strong customer advocate with the ability and willingness to engage directly with customers
  • Excellent communication skills, including confidence, patience, tact and diplomacy
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams
  • Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly
  • Technical and SaaS experience in fast-paced, scaleup environments

 

If you also ask yourself these questions, then we should definitely meet!


  • How can I  make Customer Success a company wide philosophy?
  • Who are my role  models and  mentors? How can I get inspired to deliver added value?
  • What market trends are most critical? How should I approach territory creation? 
  • Am I developing my employees to the best of my abilities?
  • Is “love for customers” a real thing?...


So let’s have a chat! 

If it’s not the job you’re looking for, at least it will be an enriching experience, we promise.

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  • Location
    London, London, City of
  • Department
    Customer Success
  • Employment Type
    Permanent
  • Minimum Experience
    Executive