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Head of Customer Success

1 month ago

Long Island City, United States Warc Full time

We're looking for a Head of Customer Success to join our team in New York as part of our Client Services function.

Make sure to read the full description below, and please apply immediately if you are confident you meet all the requirements. Your Role: You will play a pivotal role in leading and shaping our customer success strategy for the region. This is an exciting opportunity for you to take on a leadership position, overseeing a team of 3 dedicated Customer Success Managers. You will be based in our New York office and will be responsible for driving customer satisfaction, retention, and expansion initiatives in the Americas. Key Responsibilities: Build and lead a high-performing Customer Success team, providing guidance, mentorship, and support to ensure individual and team success. Foster a collaborative and customer-centric culture within the team, emphasizing the importance of proactive customer engagement and advocacy. Develop and execute regional customer success strategies to drive customer satisfaction, retention, and expansion. Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle. Collaborate with Sales, Marketing, and Product teams to align customer success initiatives with overall business objective Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancement Identify opportunities to turn satisfied customers into advocates, driving positive reviews, testimonials, and referrals. Establish and maintain strong relationships with key customer stakeholders. Define and track key performance indicators (KPIs) to measure and report on the success of customer success initiatives. Utilize data-driven insights to continuously improve and optimize customer success strategies. Responsible for the customer success management of key Americas accounts, including senior stakeholder management Your Experience Strong experience in Customer Success, with a proven track record of managing and retaining enterprise-level customers Demonstrated leadership experience, preferably in a small to mid-sized company Strong understanding of marketing intelligence platforms or related industries Excellent communication and interpersonal skills Ability to thrive in a fast-paced, dynamic environment If you don't meet every single requirement, we'd still encourage you to apply. At WARC , we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply. Who are we? WARC is the global authority on marketing effectiveness. We provide rigorous and unbiased evidence, expertise and guidance to help marketers navigate any challenges effectively. WARC services include 100,000+ case studies, best practice guides, research papers, special reports, advertising trend data, news & opinion articles, as well as awards, events and advisory services. WARC operates out of London, New York, São Paul and Singapore to service a community of over 75,000 marketers in more than 1,300 companies in 100+ markets and collaborates with 50+ industry partners. WARC is an Ascential company. Ascential delivers specialist information, analytics and ecommerce optimisation platforms to the world's leading consumer brands and their ecosystems. We help our customers to make smart decisions that improve performance now, and in the future. With more than 3,300 employees across five continents, we combine local expertise with a global footprint for clients in over 120 countries. We are listed on the London Stock Exchange. Why choose us? At Ascential, diversity, equity and inclusion is core to us. We’re a company built around our people - and we’re committed to supporting each and every one of them to be the best they can be. We love having a diverse team of people who bring new ideas and different strengths and perspectives to Ascential. Our employee-led groups and networks, Ascential Pride, Black in Business, EmPower: Ascential Women's network, Shalom Ascential, Christian Ascential and Latinx, help us to create a place where communities and allies can connect and share experiences. We are proud to have been recognised as a best performer in the FTSE Women Leaders Review for six consecutive years, listed in the Bloomberg Gender Equality Index and ranked highly in both MSCI and Sustainalytics ESG indexes. We’re committed to ensuring we have a positive impact on the environment and communities in which we operate and we support our people to be more environmentally friendly, including ensuring our pension plan defaults to sustainable options. We arecommitted to supporting charities with contributions, volunteer work and knowledge sharing. We have over a decade-long partnership with The Prince's Trust and sponsor initiatives to empower young women and support underserved communities Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people. ] We have a truly flexible working environment with a wide range of flexible, hybrid and agile-working arrangements. Conversations about flexible working have always been - and will continue to be - actively encouraged here. .Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including: 15 days of holiday per year and an extra day for each year of service up to 20 days 401K – Saving Incentive plan Life Assurance and Disability insurance as well as Medical and Dental Insurance plans Flexible Spending Accounts Employee assistance programme, Vision benefits, Volunteering and Commuters benefits Great learning and development opportunities Option to opt into the Ascential Shares Scheme We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you. If we inspire you, why not join and inspire us? Find out more on what our People say Ascential anticipates in good faith that the position shall be compensated at a base salary no lower than the posted minimum and no higher than the posted maximum. Each candidate's actual salary will be a function of the candidate’s qualifications, the locally competitive market rate and will be consistent with Ascential's internal approach to base salary compensation.

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