Customer Success Director

At 15gifts, we’re obsessed with the psychology of choice. We study the key principles that drive people to make confident choices on the high-street, and we pour this insight into our intelligent decision-engine technology to replicate the experience online.

We work with some of the world’s leading Telco and Media brands, powering thousands of confident customer decisions every day. Our clients include Verizon, O2, Sky, Virgin Media, EE, BT, and Vodafone.

With every interaction, we learn more about our clients' customers – gathering insights to generate increasingly accurate recommendations and customer profiles.

We’re a fast-growing company and we’re excited about the opportunities that lie ahead. We’re a team that’s made of driven, ambitious, and exceptional individuals and we’re looking for like-minded people to become part of our success story.

About the role

At 15gifts we care deeply about the success of our clients. Everything we do is to drive strategic partnerships, value, and innovation.  

The Customer Success team at 15gifts builds lasting partnerships that drive value, help our clients scale and grow, and keeps us innovating.   

We are looking for a Customer Success Director to join the team, you will own a book of strategic clients. 

The person we're looking for

  • A trusted advisor: you know how to engage with strategic, global clients in order to build an understanding of their business challenges and goals. Using this knowledge you can align goals to the products and services of 15gifts, creating success plans that drive measurable value. You can lead your 15gifts Squad (analyst, data scientist, and product owner) to execute on success plans to the highest standard and are confident setting client expectations. 

  • Commercial and data-driven: you have great attention to detail and use insights to spot opportunities for innovation and growth. You have proven experience in delivering on client renewals and revenue growth and use your commercial and data awareness to lead strategic quarterly business reviews.

  • A leader: you are exemplary at relationship building at multiple levels and can navigate complex organisational networks - from building strong champions to nurturing relationships with executive sponsors. You are an expert at leading your internal team to the achievement of goals and targets. 

You'll be responsible for

  • Accountable for the relationship, retention, and growth of a book of our strategic, global clients with a starting value of £1m per annum 

  • Establishing a trusted advisor relationship with strategic clients, driving at pace and creating value from 15gifts products, data, and services

  • Successfully onboarding new clients, leading on using insights to create value stories and building key relationships in the first critical months and beyond 

  • Understanding business goals and working with key stakeholders to develop a strategy, delivering measurable outcomes

  • Understanding data to provide proactive value stories and insights which demonstrate ROI; using insights to plan and execute on performance improvement strategies 

  • Mapping clients’ organisation to identify key influencers and decision-makers and building strong partnerships with Executive Sponsors and Champions across different teams

  • Forecasting growth and risk and creating and delivering on risk mitigation strategies 

  • Coordinating and leading regular, multi-team Business Reviews for our clients with clear outcomes on client health and opportunities

  • Leading a 15gifts squad to achieve on client goals and deliver success plans  

  • Acting as mentor and coach within the Customer team and throughout the business 

Skills and experience

  • 4-5+ years of prior experience in a customer-facing, commercial role 

  • Has owned a book of Fortune 500 clients globally, across multiple teams/regions

  • Proven delivery on high revenue renewals, growth, and negotiation and can forecast at a high standard 

  • Can lead and direct an internal team on strategic planning with a client from ideation and goal creation to execution and delivery with clear success metrics

  • Experience in delivering large scale projects for a client, working across multiple teams and leading on communication and delivery 

  • Proven ability to engage and develop Champions and Executive Sponsors at a strategic level 

  • Excellent technical competence and has a good understanding of data and digital e-commerce

  • Self-starter who is proactive, detailed orientated, can prioritise their workload and manage multiple projects and initiatives consecutively 

  • Excellent interpersonal/customer relations skills; clear written and verbal communicator, confident in-person communicator and presenter

  • A master collaborator who has a passion for mentoring and sharing best practices within the Customer Success team and the wider business 

  • Desirable experience of working with or within media/telecommunication companies

Why choose us

Our Culture

Our success is underpinned by our cultural values. These values are not something we stick up on a wall – they don’t need to be. They are behaviours that we recognise and celebrate in each other. They are what we live by every day.

Our Cultural Values

  • Celebrate brilliance

  • Take ownership

  • Share Insights

  • Look for a better way

  • Support each other

Our values are driven through Culture Club – a staff team that rotates every quarter. Advocates for our culture as we grow, Culture Club activates ideas, makes improvements and helps everyone to connect.

Our Office

We can confidently say that our sea-view office is one of Brighton’s best. However, we're currently all working from home and we'll be taking a cautious approach to returning to our much loved office.

We're used to having flexible workspaces, which mean you’re not tied to a desk, unless you want to be. You could work in a sociable spot on floor 4, or set yourself up with a screen on floor 3. This is everyone’s space and it’s available after work – our staff host everything from gaming and craft nights to adventure film screenings. However, we will of course be following strict social distancing and health & safety guidelines for as long as is advised.

Benefits include

  • Employee Assistance Programme (confidential counselling)

  • Medicash healthcare scheme (reclaim costs for dental, physiotherapy, osteopathy and optical care)

  • easitBrighton travel scheme (discounted public transport options)

  • Cycle to work scheme

  • Life Insurance scheme 

  • 33 days holiday (including bank holidays)

Other extras in the office

  • On site changing rooms, showers and internal bike storage

  • Breakfast, fresh fruit, snacks, beers, locally-roasted coffee

  • Food for thought: lunch and talks every Friday

  • Yoga and other fitness activities

  • Regular social events, including Friday drinks and book club

  • Visits from friendly office dogs

Similar searches: Account Handling, Brighton and Hove, Customer Service