Customer Success Director

About 15gifts

At 15gifts, we’re obsessed with the psychology of choice. We study the key consumer psychology principles that enable consumers to make confident choices on the high street, and we replicate these within our digital guided selling technology to enable consumers to make the same confident decisions online.

We work with some of the world’s leading telecommunications and media brands throughout Europe & the U.S. with our technology powering millions of confident customer decisions across brands such as Verizon, T-Mobile, O2, Sky, Virgin Media, EE, BT, Tesco and Vodafone.

With every interaction, we learn more about our clients' customers. Gathering insights to generate increasingly accurate product recommendations, whilst building up a detailed profile on each individual consumer.

We’re a fast growing organisation with continued ambitious growth targets over the coming years and we’re extremely 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 in the Customer team is geared towards driving strategic partnerships, value, and innovation.  

We’re looking for a Customer Success Director to join the team. You will own a book of our most strategic clients and be accountable for their success (retention, growth and customer health/relationship).

The person we’re looking for

• A trusted advisor: you know how to engage with strategic, global clients in order to build a trusted relationship. You can gain a deep understanding of business challenges and goals and, using this knowledge, align to the products and services of 15gifts creating success plans that drive measurable value. 

• Commercial and analytically driven: you have great attention to detail and use data & insights to spot opportunities for innovation and revenue growth and are confident in using data to lead and make decisions. You have proven experience in delivering on client growth and renewals and use your commercial and data awareness to lead strategic quarterly business reviews. Ideally you have experience in working with or within e-commerce teams and can confidently create and deliver on commercial forecasts. 

• A confident leader: you have a high level of emotional intelligence and have strong communication skills. 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 motivating and leading your internal squad team to the achievement of goals and targets, whilst being able to confidently simplify complex narratives for our senior leadership team.  

• Highly motivated and career driven: you are a highly motivated self-starter that has clear long term career aspirations for growth. You are looking to learn and improve and develop your own personal skills.

You’ll be responsible for

• The relationship, retention, and growth of a book of our strategic, global clients with a book value of at least £1m per annum 

• Establishing a trusted advisor relationship with strategic clients, understanding their goals to create a success plan which drives value from 15gifts products, data, and services

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

• Mapping a clients’ organisation to identify key influencers and decision-makers, building strong partnerships with executive sponsors and champions across different teams

• Understanding client performance to spot opportunities or risks; leading the squad on performance improvement strategies 

• Forecasting growth and risk, creating / delivering on risk mitigation strategies; working with your squad analyst to create and monitor commercial forecasts for each individual client 

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

• Coordinating and leading regular, multi-team business reviews for our clients with clear outcomes  

• Providing our product team with voice of the customer insights to support on longer term product development and innovation 

• Acting as leader and mentor within the Customer team and throughout the wider 15gifts organisation 

Skills and experience 

• 5+ years of experience in either a customer management or commercial role 

• Delivery of high revenue renewals, growth, and negotiations individually or in collaboration with commercial teams 

• Previous experience of leading an internal team on strategic planning and delivery 

• Proven ability to engage and develop champions and executive sponsors at all levels 

• Excellent technical competence 

• Excellent understanding of analytics including previous experience of leading data led strategies and commercial forecasting 

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

• Confident in-person communicator and presenter with excellent people skills including being a clear written and verbal communicator, and sharing best practises across teams 

Nice to haves

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

• Has worked within either media or telecommunications industry

• Has a very good understanding of digital e-commerce

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 and remote working

We can confidently say that our sea-view office is one of Brighton’s best, and we’re really excited that we’ve been able to open up the office to our entire team again. It’s been great to reconnect with everyone in person and to meet the newer members of our team for the first time! 

Whilst we see huge benefits to being able to collaborate and socialise together again, we’ve also learnt a lot about the benefits of working from home. Therefore, we plan to offer our team the flexibility to be in the office when they want to be, and when they need to attend key meetings and workshops, and to work from home on the days when that suits their lives and their workloads best.

When in the office, we have flexible workspaces, which means 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.

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

• Yoga and other fitness activities

• Regular social events, including Friday drinks and book club

• Visits from friendly office dogs

For more information on what it's like to work at 15gifts, check out our Talent Talk with Wired Sussex