Head of Customer Success, Sedna
Maternity Leave Cover
Offers Equity
3+ days a week in office
Data-driven communication platform
Job no longer available
Data-driven communication platform
101-200 employees
Job no longer available
Offers Equity
3+ days a week in office
101-200 employees
Company mission
To transform global trade by streamlining communication, enhancing decision-making, and driving profitability for businesses operating in complex, high-volume environments.
Role
Who you are
- 5+ years of B2B SaaS leadership experience across Customer Success or Account Management
- Track record of over-achieving GRR, NRR and customer engagement targets
- Experience building and scaling Customer Success teams that have served multiple types of customer profiles from SMB through to Enterprise
- Deep understanding of B2B SaaS Customer Success, including a strong point of view on the KPI that matter most and what operational excellence looks like for this function
- Experience developing trusted customer relationships as an executive sponsor, including through regular touch-points, executive business reviews, engaging in with customer advisory board and supporting escalations
- Demonstrated ability to recruit, coach and develop top-tier Customer Success professionals
- Proficiency in data analysis, with a focus on defining go to market strategies, prioritized action plans and opportunities for improvement
- Demonstrated ability to achieve target outcomes working closely with cross-functional partners across, sales, marketing, operations, enablement product and finance
- Experience with Customer Success tools ideally experience with Zendesk, Vitally & Salesforce
Desirable
- Experience working with Supply Chain Customers
What the job involves
- We’re looking for a Head of Customer Success for a fixed term contract maternity leave cover!
- Lead a world-class team of CSMs and Onboarding Managers focused on ensuring that our customers achieve outsized value through the adoption of Affinity's software
- Deliver business outcomes including Gross Revenue Retention and increasing Lifetime Value by driving strategies focused on customer health, customer satisfaction and risk mitigation
- Develop our scale CS motion to serve our SMB customers
- Build trusted relationships directly with Sedna's customers, championing their needs across the organisation
- Inspire a positive team culture, grounded in collaboration, excellence, inclusion, equity and continuous learning
- Leverage data to define opportunities to improve go-to-market processes and equip your team for consistent, efficient over-achievement
- Recruit, hire and develop a diverse team of Customer Success professionals
Salary benchmarks
Our take
Sedna is a data-driven communication platform built to drive profitability in Maritime, by lightening the manual work of managing email and presenting data so teams can make better decisions.
Sedna provides its customers, who are some of the largest maritime and supply chain businesses in the world, with a competitive edge by seamlessly connecting their work ecosystem with their email, leveraging data and messages to empower teams with vital context and faster ways to manage their inboxes.
Founded in 2017 by maritime and technology expert Bill Dobie, Sedna is backed by world-leading global VC and PE firm, Insight Partners, alongside Stride.VC, Chalfen Ventures and the SAP.iO fund – with $86m publicly disclosed investment to date.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2023
$42m
LATE VC
Jul 2021
$34m
SERIES B
Total funding: $89.5m
Company benefits
- Flexible working hours: From early birds to night owls, we know that everyone works differently, so we encourage flexibility and support a mix of working in the office and working from home
- Private healthcare: We provide private health care, including dental, optical, mental health and other health support through AXA
- Enhanced parental leave: Sedna grants 16 weeks of fully paid leave to the primary parent and six weeks of fully paid leave to the non-primary parent, whether via birth, adoption, or foster care
- Wellbeing benefits: Sedna’s UK employees (permanent) have access to a wide selection of gyms and studios via Wellhub, as well as wellness coaches, 1:1 training, nutritionists, premium memberships to Headspace and Strava, nutrition apps, financial wellbeing apps and more
- Regular socials: We are a friendly and collaborative office, hosting regular socials and catch-ups in our office or at external venues to stay connected and celebrate wins
Company HQ
Westminster, London, UK
Leadership
Bill Dobie
(Founder & CEO)After a Political Science and Government degree at the University of British Columbia, Bill started their career as an Agent and Shipbroker before co-founding Navarik, a software service provider. In May 2017 they founded Sedna, where they have served as CEO since.
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