Head of Customer Success @ OTA Insight in Gent

OTA Insight

+44 20 3095 2727

Job description

Introduction OTA Insight

At OTA Insight, we’re helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can optimise their revenue, distribution and marketing decisions.

This year is our 10 year anniversary and it is a big one! We raised a series B funding and have welcomed two companies to our organisation. With 385+ people, representing 36 nationalities living in 30 different countries, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionising the hotel sector?

What’s in it for you?

At OTA Insight you join the #bestteamever where you can be part of developing a market-leading technology platform. As a high performing team, we put our clients and innovation first. However, growing together and being passionate about our mission also means having fun together. So prepare for remote team gatherings and after work drinks on us!

Snapshot of the position:

Reporting to the Global Director of Customer Growth you are responsible for the customer success function at OTA Insight with overall responsibility of optimising existing clients’ ARPU and reducing churn while growing NPS in our customer base.

Our team operates with a land and expand model, so the Customer Success Team will be targeted around relevant revenue growth and renewals.

As Head of Customer Success you will manage all facets of customer onboarding, engagement, retention, renewal and account expansion. You will be targeted on leading, strategising with and growing a successful team of Customer Success Managers to retain and increase our global footprint within existing accounts. With this in mind, you will select, develop, and evaluate (future) team members to ensure the efficiency of the operations. You will liaise with customers, product and engineering, commercial teams, order processing and accounting.

Breakdown of the position:

Define and optimise customer journey

  • Define the vision of a ‘Red Carpet experience’ and plan towards maximum customer engagement

  • Standardise the template for a Success Plan for customers in all our segments

  • Define and oversee customer lifecycle processes, touch points, “listening” points (e.g. on usage, NPS), and others

  • Create standard presentation materials for lifecycle plays

  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs

  • Identify opportunities for continuous improvement

Drive true value for customers

  • Proven experience scaling a SaaS customer contract base from $50M to $150M

  • Be an expert on best practices in Customer Success

  • Promote the Challenger approach amongst your team members

  • Find ways for CS specialists and Managers to deeply understand our customers’ objectives and become a trusted right-hand advisor

  • Determine how to define, drive, and demonstrate the value (ROI) delivered

Lead cross-functionally to drive customer success

  • Clarify ownership for each part of the journey

  • Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience

  • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those

  • Drive company-wide definition of ideal customer profile

  • Create company-wide customer feedback loop

  • Help foster company-wide culture of Customer Success

Drive alignment with Renewals & Expansion and Sales

  • Align on renewal and up-sell strategy and focus on selling with a retention focus

  • Give feedback to Sales and Marketing on prospecting approach

  • Ensure smart hand-off

  • Define CSM involvement during sales cycle

Be the best user of CS Tools/dashboards

  • Promote adoption of key CS processes

  • Ensure CS tools/dashboards are our company’s single source of truth for customer health

  • Create dashboards to measure customer success

  • Develop ideas for how high/low-touch teams can use this tool, and share during our monthly Product-CSM syncs

Recruit, mentor, groom and inspire a world-class team

  • Build a pipeline of great candidates

  • Establish a rigorous interview process

  • Set expectations on performance and give feedback

  • Manage out underperformers

  • Set up training and mentoring to grow team

  • Create culture of massive customer delight

  • Communicate to drive performance (in line with incentive structure for the rest of the CSM team)

Propose improvements to your team’s organizational structure

  • Define segmentation of your customer portfolio as appropriate

  • Define different levels within the team

  • Be informed of market compensation

Achieve operational excellence

  • Continuously communicate metrics to team

  • Report on metrics each month to your manager and CCO organization

Job requirements

  • Experienced Head or Manager of Customer Success, having managed teams and scaled successfully

  • Knowledge and experience with the implementation of SaaS Customer Success Tools

  • Track record in delivering SaaS solutions to larger customer bases over several international regions

  • Ability to build strong relationships across a number of different business units within 1 account

  • Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction

  • Structured, organised and meticulous approach to projects with excellent attention to detail

  • Exceptional customer service skills backed up with excellent written and verbal communication skills

  • Reliable individual who delivers on promises, meets deadlines and remains calm under pressure

What we offer
  • We offer you a highly competitive Total Reward package to reflect and demonstrate the true value of being part of #BestTeamEver with focus on compensation; benefits; development & culture that gets reevaluated every year.

  • “A day about you, away from your computer” is the motto for our extra annual Detox Days.

  • As hard working professionals, we trust in your sense of responsibility so no micromanaging but a flexible work environment.

  • Are you sad to leave your dog at home while you’re at work? We feel you! Use our puppy-schedule so we ensure a dog-friendly office with lots of cuddles and play time!