Head of Customer, Connectd
£60-85k
2 days a week in office
Making and managing meaningful connections in the startup ecosystem
Job no longer available
Making and managing meaningful connections in the startup ecosystem
101-200 employees
Job no longer available
£60-85k
2 days a week in office
101-200 employees
Company mission
To empower the entrepreneurial ecosystem to make and manage meaningful connections
Role
Who you are
- Experience: 7+ years in a customer success role, with at least 3 years in a leadership role managing a customer success team. Experience in a SaaS or subscription-based business is highly preferred
- Leadership: Proven track record of leading, developing, and scaling high-performing customer success teams whilst managing customers globally
- Customer Focus: Deep understanding of customer success best practices, metrics, and customer-centric strategies, with experience driving initiatives to improve NPS, retention, and engagement
- Analytical Skills: Strong data-driven approach to decision-making, with proficiency in HubSpot
- Strategic Mindset: Ability to set and execute a customer success strategy aligned with company growth objectives, demonstrating both strategic and tactical agility
What the job involves
- Strategy & Leadership
- Define and implement the customer strategy, focused on driving down churn, increasing subscriber engagement and satisfaction
- Lead and mentor a team of 7 customer team members promoting a data-driven, pro-active approach to identifying subscriber needs and addressing these to ensure through-life engagement across the product
- Develop and execute customer segmentation strategies to personalize engagement based on member needs, subscription levels, and engagement patterns
- Retention
- Own and enhance the member lifecycle across two key customer verticals (startup and talent) from onboarding through renewal, with initiatives to reduce churn
- Highlight and showcase growth against these key customer success metrics, including NPS
- Work with product and marketing to identify and categorise customers' likelihood for renewal based on the data and prioritise customer touchpoints accordingly
- Own and improve NRR across products and geographies, by implementing effective renewal strategies
- Work with sales to identify and build upsell strategies that can further drive improvement in NRR
- Team Development & Operations
- Take a lead in performance management, professional development, and training efforts for the Customer team, creating a culture of speed to solve challenges
- Work with our operations and product team to ensure data is easily accessible for customer team members when they are speaking with Connectd subscribers
- Utilise HubSpot to streamline operations and track team performance metrics
- Customer Insights & Advocacy
- Act as the “Voice of the Customer,” sharing member insights and feedback with internal teams to showcase real-life case studies and pain points to the wider business both through internal marketing and calls
- Work with marketing to develop content around, consistent customer feedback
- Identify key trends / differences between UK & US customers and shape strategy accordingly
- Build strong relationships with the VP of Sales and sales managers, and contribute monthly to sales meetings
Salary benchmarks
Our take
Connectd provides a platform for managing and growing business relationships between startups, investors, and advisors.
Its curation tool enables founders to produce a deep set of reporting metrics, while investors can target opportunities with a high degree of accuracy, enabling peer-to-peer learning, meaningful opportunities, and unrivalled networking to bring together the right people at the right time.
So far, Connectd has helped thousands of individuals and organisations to connect with each other using its data-driven algorithmic approach, cutting out the middle man in the investment cycle.
The company has expanded its suite of tools, creating an innovative intelligent dashboard that provides investors with an aggregated view and real-time insights across their entire portfolio as well as launching ConnectdLegal, which is set to help members establish essential legal documentation without incurring expensive fees.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
91% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"There are some real A-players at Connectd which you can learn from. I specifically have learned b2c sales and now b2b sales but being in this..."
Funding (last 2 of 3 rounds)
Mar 2023
$2.6m
SEED
Apr 2022
$1.6m
SEED
Total funding: $5.2m
Company benefits
- Private medical insurance with Vitality including but not limited to: optical, dental, mental health cover and discounted gym memberships
- Company pension scheme with Nest
- Mental health policy including ‘Connect Days’ mental health leave
- Annual company incentive trips to European destinations
- Flexible working arrangements available
Company values
- Communicate Respectfully
- Optimist at Core, Realist in Execution
- Commit to the Growth Mindset
- Stronger as a Collective
- Conduct Yourself as an Owner
Company HQ
London, UK
Articles
Leadership
Roei Samuel
(Founder & CEO)Roei founded his first start-up whilst at University in 2014. Growing to 9m monthly users, it was acquired in 2018 by a PLC in London. Roei began angel investing/advising start-ups shortly after.
Claudia Stankler
(COO)They initally joined Connectd in 2020 as the Head of Operations before becoming COO later that same year. They were also the Head of Operations at Nutrifix and Tlero.
People progressing
Alex joined Connectd in 2021 as an Investment Associate. They were promoted to Head of Networking & Partnerships in 2023.
Sam joined in 2022 as an Associate, since then they have been the Head of Enterprise, US Growth, and now hold the role of Head of Account Management,
Diversity, Equity & Inclusion at Connectd
Claudia Stankler (COO)
- At Connectd, we believe that diversity and inclusion are not just buzzwords – they are the pillars of our success and the driving force behind our innovation. We are committed to creating an inclusive and welcoming environment that celebrates the unique perspectives, experiences, and backgrounds of our team members. We firmly believe that diversity fuels creativity, fosters empathy, and enhances problem-solving, making us a stronger and more resilient organisation. Our Commitment: Embracing Diversity: We celebrate the diversity of our team, which includes individuals from different races, ethnicities, genders, sexual orientations, abilities, religions, and socioeconomic backgrounds. We recognise the immense value that a diverse workforce brings to our company culture and the products and services we provide. Inclusive Culture: We strive to create an inclusive workplace where every team member feels respected, valued, and empowered to bring their authentic selves to work. We actively promote open dialogue, actively listen to each other's perspectives, and encourage constructive feedback. Equal Opportunities: At Connectd, we provide equal opportunities for career growth and advancement, regardless of gender, race, age, religion, disability, or any other characteristic. Our hiring, promotion, and compensation practices are based on merit, skills, and qualifications, ensuring a fair and transparent process for all. Diverse Leadership: We are committed to promoting diversity at all levels of our organisation, including our leadership team. We actively seek and nurture talent from underrepresented groups to ensure a well-rounded decision-making process. Accessible Workplace: We strive to make our physical and digital workplace accessible to everyone, ensuring that all team members can perform their roles without barriers.
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