Head of Customer Success

📋 Description

• Define and implement TRI's Customer Success strategy in alignment with company goals.

• Create a scalable Customer Success operating model that encompasses onboarding, adoption, value realization, renewal, and advocacy.

• Build robust executive-level relationships with customers to grasp their RBQM objectives and challenges.

• Ensure customers derive measurable value from Triumph’s technology, services, and best-practice frameworks.

• Implement and manage customer satisfaction (CSAT), net promoter scores (NPS), and advocacy initiatives.

• Establish customer health metrics and guarantee consistent monitoring and reporting.

• Introduce systems, tools, and dashboards to monitor adoption, engagement, and risk indicators.

• Collaborate with Operations to ensure a smooth customer onboarding process and transition to business as usual (BAU).

⛳️ Requirements

• Proven experience in leading Customer Success within a SaaS environment, specifically in the eClinical sector.

• Strong knowledge of RBQM in the context of clinical trials.

• Demonstrated capability to build and scale high-performing Customer Success teams.

• Excellent skills in stakeholder management and communication, particularly with executive-level engagement.

• Strong analytical abilities with experience in utilizing customer health and adoption metrics.

• Ability to effectively collaborate with internal stakeholders, including operations, product support, and commercial functions.

🏝️ Benefits

• Flexible, remote-first working environment.

• Generous standard holiday entitlement.

• Additional holiday days available.

• Carefully considered, market-leading salary packages.

• Enhanced pension offerings.

• Health and well-being support.

• Life insurance coverage.

• Opportunities for training and development.