Head of Customer Success

MUSO is a data company that provides the most complete and trusted view of global piracy media consumption and demand. MUSO’s unrivalled datasets measure a vast high intent audience that is not influenced by licensing restrictions or platform bias. We work with digital rights-holders across the Film, TV, Music, Publishing and Software sectors, providing them with data and services that help protect their content from piracy, understand the piracy audience and connect with the piracy audience via marketing.

MUSO is looking to recruit a dynamic, entrepreneurial and experienced Head of Customer Success to help drive our ambitious growth plans.

The Head of Customer Success is challenged with putting the customer at the centre of everything we do, achieving business growth by driving the adoption of a customer-focused approach across all our business functions. From pre-sales, through onboarding and onwards to renewal and churn reduction, we would like to ensure that Customer Success is central to how we operate, with a consistent approach across the company.

Team objectives and measures need to reflect the new focus. The feedback loop to Product and the involvement of Marketing to automate and underpin customer focus are also important elements of the process. How will you plan, implement and prioritise across the functions, how will you drive through change, how will you ensure we remain focused at a company, team and individual level?

As a Customer Success expert, you will have built successful processes and delivered a winning Customer Success strategy. You will be able to demonstrate how your skills and knowledge can help MUSO deliver these important strategic objectives. You must be able to manage multiple projects at once, serve as an advocate for customers' needs and represent MUSO with the utmost integrity.

Responsibilities:

• Be MUSO’s Customer Success evangelist.
• Ensure a customer-centric focus across all MUSO business functions.
• Deliver and communicate ROI throughout the customer lifecycle.
• Ensure MUSO delivers exceptional account management and customer experience.
• Automate processes to ensure effectiveness and efficiency.
• Deliver an outstanding onboarding experience to create immediate customer stickiness.
• Ensure effective and relevant customer communication via account-based marketing.
• Grow revenues via upsell and cross-sell opportunities.
• Deliver consistently low churn metrics and drive contract renewals.
• Work closely with sales, product, finance, marketing and services teams.
• Help develop relevant marketing and support collateral

Your Profile:

• 8+ years of experience leading high-performing Customer Success teams in a relevant industry.
• You are comfortable with accountability and driving change.
• Prior experience managing relationships with broadcasters, content creators and distributors is a plus.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Strong leadership skills.
• Impressive executive presence and communication abilities.
• Ability to create structure in ambiguous situations and design effective processes.
• Bias for action.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).

Benefits:

• EMI Scheme - participation in our tax efficient options scheme.
• Health - private healthcare plan plus cash back account for health and dental.
• Pension - 3% employer contribution.
• Holidays - 25 days per year, additional 1 day for every year of service.
• Additional Perks - Birthday day off, work from home, childcare voucher scheme, cycle to work scheme, day off for charity work.