SaaS Customer Success Lead, Quantexa
$170-225k
+ Company bonus
Helping businesses spot criminal activity in their data
Open for applications
Helping businesses spot criminal activity in their data
501-1000 employees
Open for applications
$170-225k
+ Company bonus
501-1000 employees
Company mission
To bring innovation and confidence in decision-making to every industry in the world by driving the switch to contextual data.
Role
Who you are
- Extensive experience in Customer Success, Account Management, or related roles in a SaaS environment
- Proven leadership and team management experience
- Strong understanding of SaaS business models and customer success principles
- Excellent communication, presentation, and interpersonal skills
- Proficiency with Customer Success software and CRM systems (e.g., Salesforce)
- Analytical mindset with the ability to use data to drive decision-making
- Ability to handle and resolve conflicts in a professional manner
- Ability to be flexible and comfortable in a fast-moving results-orientated environment
- Self-motivated and proactive, with the ability to work on own initiative and offer new ideas
- Strong team-working skills and a desire to be part of and contribute to the success of a fast-growing organisation
- Personal commitment to improving one’s own knowledge and sharing best practice with colleagues
What the job involves
- We have recently launched our first Software-as-a-Service offering and we are looking for a leader to build and run the future state of our SaaS Customer Success function
- You will personally play a critical role in ensuring our clients successfully adopt and benefit from our SaaS solutions
- You will be responsible for designing and managing the customer experience through the full customer journey from trial execution, through on-boarding, to customer support and expansion
- You will define and execute strategies to maximise customer conversion, retention, satisfaction, and growth
- You’ll be in your element working in a fast-paced, customer and people first culture, where you can make a real impact on the lives of our colleagues and the future of Quantexa
- Engage with Quantexa’s ExCo to align on design and remit of the SaaS Customer Success function, establishing a timeline for the maturity and growth of the function going forward
- Ensure that the customer journey from prospect through customer onboarding to support is friction free to maximize customer conversion, retention and growth
- Work with Sales and Solution Engineering to develop technical pre-sales materials and provide technical pre-sales support, eg run SaaS demos, and discuss integration and on-boarding requirements with prospects
- Work with Sales and Marketing to create and execute a SaaS trial process that is simple to execute for prospects, with appropriate levels of support and guidance to maximize conversion to paying customers, engage in account management and renewal processes
- Work with Delivery and Education to develop and execute onboarding plans for new SaaS customers, contributing to the creation of product onboarding and user training assets to ensure a smooth transition to a paying customer
- Build and maintain strong relationships with key clients, acting as the main point of contact for escalated issues, especially for the early adopters
- Work with Product Management to build and execute an appropriate customer feedback mechanism to capture customer satisfaction, gather feedback on the SaaS product, provide product updates, and share guidance and advice on how best to use the service
- Analyse customer usage data to identify customer friction points within the product, risks and issues as well as opportunities to upsell and cross-sell additional products and services
- Work with R&D to develop and implement a robust customer support service for SaaS customers to increase customer satisfaction and retention
- Recruit, lead and mentor a team of SaaS Customer Success Managers, providing regular training and development opportunities
- Collaborate with product management to influence the product roadmap, ensuring customer needs are met in new product launches
- Track and report on key SaaS customer success metrics (e.g. NPS, churn rate)
- Provide regular updates to senior management on customer health and competitiveness of the SaaS offering(s)
- Use data to continuously improve SaaS customer success strategies
- Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
Our take
Quantexa specialises in data connectivity, offering companies a vital tool to streamline their information. By bringing together diverse data sets and enhancing internal information with external resources, it enables organisations to generate valuable insights, facilitating more informed decision-making processes.
Since its inception in 2016, Quantexa has experienced exponential growth, establishing a global presence with offices spanning various continents. Its clientele includes prestigious names such as HSBC and Shell, underscoring its reputation as a trusted partner in the realm of data analysis and interpretation.
Enterprises today recognise the untapped potential within their data repositories, yet many lack the in-house expertise to effectively leverage this resource. Quantexta fills this gap, as evidenced by its strategic collaboration with the British government's Public Sector Fraud Authority, securing a Lucrative £4M contract in 2023. Through this alliance, Quantexa aims to combat fraud within the public sector by applying its advanced analytical capabilities to identify and address fraudulent activities.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
25% female employees
19% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2023
$129m
SERIES E
Jul 2021
$153m
SERIES D
Total funding: $370m
Company benefits
- Pension Scheme with a company contribution of 6% (if you contribute 3%)
- 25 days annual leave (with the option to buy up to 5 days) + birthday off!
- Health & Wellbeing: Private Healthcare, EAP, Well-being Days, Calm App, Gym Discounts
- Tech & Cycle-to-Work Schemes
Company HQ
Waterloo, London, UK
Articles
Leadership
Vishal Marria
(CEO)Previously an Executive Director at EY, and Director of Financial Services at BAE.
People progressing
Joined as an Associate Consultant. Promoted to Consultant after 10 months, then promoted again to Senior Consultant after a year. After that, moved to become a DevOps Engineer after another 2 years.
Salary benchmarks
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