UK Manager of Customer Success

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical presents the greatest technological challenges that exist within the world of enterprise Workforce / Human Capital Management technology. Harri believes that the service industries deserve a platform built from the ground up for services. We know this space well: our founder and CEO Luke Fryer, a technologist and restaurateur, has set the standard for how to build technology for an industry Harri cares about and knows incredibly well.

The role…What you'll be doing:

Leadership & Management

• Lead, mentor, and develop the Customer Success UK team to achieve company goals and individual career growth.

• Lead a customer-centric culture within the team and across the organisation.

• Collaborate with other departments (Sales, Marketing, Product, Finance, compliance,...) to ensure a cohesive approach to customer success.

Customer Engagement & Retention

• Develop and implement strategies to increase customer satisfaction, loyalty, and retention.

• Act as the primary escalation point for high-level customer issues and work to resolve them efficiently.

• Monitor customer health metrics and proactively address potential churn risks.

Strategic Planning & Execution

• Define and execute the customer success strategy, aligning it with the company’s overall business objectives.

• Establish clear metrics and KPIs to measure the success of the customer success initiatives.

• Continuously improve processes and tools to enhance team efficiency and customer experience.

Customer Advocacy & Feedback

• Serve as the voice of the customer within the company, advocating for their needs and feedback in product development and company strategy.

• Develop and maintain strong relationships with key customers, understanding their business needs and helping them achieve their goals.

Data Analysis & Reporting

• Analyse customer data to identify trends, insights, and areas for improvement.

• Prepare and present regular reports on customer success metrics and initiatives to the leadership team

Experience we'd love:

• Bachelor’s degree in Business, Finance, or a related field.

• Minimum of 7-10 years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.

• Deep understanding of the Hospitality and/or HCM industry.

• Proven track record of driving customer success, satisfaction, and retention in a B2B environment.

• Strong leadership, communication, and interpersonal skills.

• Analytical mindset with the ability to leverage data to drive decisions.

• Experience with CRM and customer success platforms

• Ability to thrive in a fast-paced, dynamic environment.

• Experience in developing and implementing customer programs.

UK Manager of Customer Success

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical presents the greatest technological challenges that exist within the world of enterprise Workforce / Human Capital Management technology. Harri believes that the service industries deserve a platform built from the ground up for services. We know this space well: our founder and CEO Luke Fryer, a technologist and restaurateur, has set the standard for how to build technology for an industry Harri cares about and knows incredibly well.

The role…What you'll be doing:

Leadership & Management

• Lead, mentor, and develop the Customer Success UK team to achieve company goals and individual career growth.

• Lead a customer-centric culture within the team and across the organisation.

• Collaborate with other departments (Sales, Marketing, Product, Finance, compliance,...) to ensure a cohesive approach to customer success.

Customer Engagement & Retention

• Develop and implement strategies to increase customer satisfaction, loyalty, and retention.

• Act as the primary escalation point for high-level customer issues and work to resolve them efficiently.

• Monitor customer health metrics and proactively address potential churn risks.

Strategic Planning & Execution

• Define and execute the customer success strategy, aligning it with the company’s overall business objectives.

• Establish clear metrics and KPIs to measure the success of the customer success initiatives.

• Continuously improve processes and tools to enhance team efficiency and customer experience.

Customer Advocacy & Feedback

• Serve as the voice of the customer within the company, advocating for their needs and feedback in product development and company strategy.

• Develop and maintain strong relationships with key customers, understanding their business needs and helping them achieve their goals.

Data Analysis & Reporting

• Analyse customer data to identify trends, insights, and areas for improvement.

• Prepare and present regular reports on customer success metrics and initiatives to the leadership team

Experience we'd love:

• Bachelor’s degree in Business, Finance, or a related field.

• Minimum of 7-10 years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role.

• Deep understanding of the Hospitality and/or HCM industry.

• Proven track record of driving customer success, satisfaction, and retention in a B2B environment.

• Strong leadership, communication, and interpersonal skills.

• Analytical mindset with the ability to leverage data to drive decisions.

• Experience with CRM and customer success platforms

• Ability to thrive in a fast-paced, dynamic environment.

• Experience in developing and implementing customer programs.