At Airship we understand that great service and products are built by happy people. We are passionate about creating an environment that is highly supportive, friendly, and flexible, and which will enable our team to do their best work.

We’re looking for a new Head of Customer Success to come and join us.

Our people come from a range of backgrounds and life experiences and we are an inclusive and diverse team who are welcoming to all. We asked them how they would describe Airship to a friend and they said: ‘It’s super-supportive. Everyone always tries their best to help when you have a problem. No judgment at all.’

Airship is an established company based in Sheffield. We build SaaS products that serve the best and most exciting brands in UK hospitality spanning every category – from well known high street chains to small independents.

Role
As Head of Customer Success, you will oversee four teams covering Onboarding and Delivery, Support, Account Management and Print and Fulfilment.

You’ll have the opportunity to deploy all of your diverse skill-sets and interests, ultimately helping customers to succeed with our products, and grow long-term commercially successful and mutually beneficial relationships.

This role requires a strong leader who can collaborate across departments, and align customer success initiatives with overall business goals.

Responsibilities

• Customer Success Strategy & Leadership:
  • Define and execute the Customer Success strategy to drive customer satisfaction, retention, and expansion.
  • Develop metrics and KPIs to measure customer health, team performance, and business impact.
    Serve as the voice of the customer within the organisation, advocating for their needs and success.
    Collaborate with leadership to align customer success goals with the company’s strategic objectives.
• Team Management & Development:
  • Mentor, and lead a high-performing Customer Success team, including onboarding specialists, account managers, and support staff.
  • Establish career development pathways and provide regular feedback and performance reviews.
  • Foster a customer-centric and collaborative culture within the team.
• Customer Relationship Management:
  • Oversee key accounts and maintain relationships with high-value customers to ensure satisfaction and retention.
  • Develop frameworks for customer engagement, ensuring a proactive and consultative approach to account management.
  • Address escalated customer concerns and ensure swift resolution to maintain trust and loyalty.
• Retention & Growth:
  • Drive customer retention strategies, identifying opportunities to reduce churn and increase lifetime value.
  • Collaborate with sales and marketing to identify upsell and cross-sell opportunities.
  • Partner with Product and Engineering teams to ensure customer feedback is integrated into product development and enhancements.
• Process Optimisation:
  • Establish and optimize processes, tools, and workflows to improve team efficiency and customer outcomes.
  • Implement and maintain customer success platforms to track customer health and engagement.
  • Develop and refine playbooks for onboarding, account management, and renewals.
• Reporting & Insights:
  • Provide regular updates to executive leadership on customer success metrics, trends, and initiatives.
  • Analyze customer data to identify trends and opportunities for improvement in the customer journey.
  • Monitor customer health scores and proactively address risks to ensure retention.

About you

• Proven Leader: Demonstrated experience building, leading, and mentoring high-performing customer success teams, with a track record of fostering collaboration, driving continuous improvement, and exceeding performance goals.
• Strategic Thinker: Possesses a strategic mindset with the ability to analyze customer data, identify trends, and develop proactive strategies to improve customer experience and drive business growth.
• Customer Champion: A genuine passion for customer success with a deep understanding of customer journey mapping, lifecycle management, and retention strategies.
• Exceptional Communicator: Excellent written and verbal communication skills, with the ability to build rapport, effectively convey complex information, and influence stakeholders at all levels.
• Data-Driven Decision Maker: Strong analytical skills with experience using data to track key metrics, measure performance, and identify areas for improvement.
• Process-Oriented: Adept at developing and implementing scalable processes for customer onboarding, support, and success management, leveraging automation tools and best practices to optimize efficiency.
• Problem Solver: Proven ability to identify and resolve customer issues effectively, escalating concerns when necessary and collaborating cross-functionally to find solutions.
• Relationship Builder: A natural relationship builder with the ability to cultivate strong, long-lasting relationships with key customer stakeholders, acting as a trusted advisor and advocate.
• Product Knowledge: A strong understanding of SaaS products and the ability to quickly learn and master our specific offerings.
• Adaptable & Agile: Thrives in a fast-paced environment, embracing change and adapting strategies as needed to meet evolving customer needs and business objectives.
• Empathetic & Customer-Focused: A genuine empathy for customers with a strong customer-centric approach and a commitment to exceeding expectations.
• Team Player: A collaborative and supportive team player who fosters a positive and inclusive work environment.
• Continuous Learner: A passion for continuous learning and professional development, staying abreast of industry trends and best practices in customer success.

Benefits & culture

We are largely an in-person team and we enjoy the collaboration that that brings. For the first 3 months you’ll be in the office at least 4 days a week, learning from the rest of the team. After that you’ll be in the office at least 3 days a week.

If you are coming into the office, we work from the iconic Park Hill, right next to Sheffield Train station. We have views over the city, green spaces front and back and plenty of space.

We will also give you the time, space and budget to learn new technologies and further your own knowledge..

Salary & Benefits

• Job Type: Full-time
• Salary: £45-50k
• Job Location: Park Hill, Sheffield (5 mins walk from the train station)
• Holidays: 25 days holiday + bank holidays + your birthday off. Plus a buy and sell leave scheme and an extra day off after you’ve been here 3 years
• 10% time: 10% of your time to learn something new
• Health Insurance: Full private health insurance provided.
• Family Friendly Policies: Including 26 weeks full pay for maternity leave and flexible working
• Cycle-to-Work Scheme: Plus secure bike storage at our office
• Dog Friendly: If you’ve got one, it’s welcome at the office!

Read more at https://airship.co.uk/more/careers 

How to apply

To apply, please visit https://airship.co.uk/apply