Head of Customer Success, Bowimi

• 4+ Years in B2B SaaS or tech-driven environment
• Proven experience building or scaling a CS team in a high-growth environment
• Strong leadership and coaching skills - you know how to build teams, not just manage them
• Experience owning commercial outcomes - retention, expansion, and NRR
• Comfortable engaging with C-level stakeholders at enterprise accounts
• Highly organised, Data-driven and process-oriented - you use metrics to guide strategy
• A builder - excited to create playbooks, frameworks, and processes from the ground up
• Thrive in a scale-up environment - adaptable, proactive, and resourceful

Desirable

• We have a fantastic customer success team at Bowimi and they have played in a huge role in our success up until now (our don’t lie!). However, as we move into a new, very exciting stage of expansion, we need to evolve from a customer support function into a modern, Saas customer success team. This is a fantastic opportunity for someone who wants to lead their own team and have genuine influence in the direction of a fast-growing business
• Own the Customer Success strategy - build and implement scalable playbooks, processes, and success frameworks
• Drive retention and expansion - create revenue opportunities by identifying upsell/cross-sell potential and increasing adoption
• Lead and grow the CS team - hire, mentor, and develop a high-performing function
• Enhance onboarding & adoption - design a world-class onboarding journey for both SMB and enterprise customers
• Be the voice of the customer & liaise with development team - gather insights, advocate for product improvements, and close the feedback loop
• Manage key accounts - personally lead relationships with enterprise customers and senior stakeholders
• Implement data-driven operations - own CS metrics, reporting, and KPIs
• Champion tools & automation - optimise our CS tech stack and drive efficiency at scale

• 1. 15 minute screening call to get to know you and understand you're ambitions for your next role
• 2. 30-45 minute video interview, including a presentation task requiring some pre-interview preparation
• 3. 1 Hour in person interview at our London Bridge office