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Blenheim Chalcot // venture builders & invest funds
 
New York    Posted: Wednesday, April 07, 2021
 
   
 
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JOB DETAILS
 

Hive Learning logo - HRD

Head of Customer Success 

(Role can be UK or US based - & will need to be flexible in supporting a UK & US team time zone)

About Hive Learning

Hive Learning is the peer learning platform that helps companies create big behavioural shifts across their workforce quickly & at scale. Our peer learning programmes & networks help companies build skills in areas like inclusion, mental health, & leadership.

Weve just had our biggest ever year of growth & created tonnes of impact were really proud of for customers like Barclays, SunLife, Deloitte, Legal & General, Boots, & the mental health charity Shout.

In short, were a B2B SaaS business in scaling mode & were looking for a Head of Customer Success  to make sure were really helping our customers respond to the changing world around them in our next phase of growth.

About the role 

Youll join a growth-minded, customer-centric, & supportive sales & customer success team, but youll work cross-functionally across our whole business - working with everyone from the team who build our learning programmes, to analytics, to our product team.

Your main goals will be to:

  1. Create value in our customer proposition
  2. Train & develop our customer success team to deliver a high-quality service that creates value for our customers
  3. Develop a consistent approach to creating a peer learning culture within our clients that matches their measures of success

Some things your role might involve: 

  • Own the development of the customer success team strategy for growth, scale & efficiency. Identifying opportunities to improve the current processes & work with the team to create solutions & apply to the team ways of working
  • Focus on client feedback, NPS scores & value add measures to build a world class peer learning solution that delivers value for our customers
  • Using a data driven approach, develop our client playbook for engagement & delivery strategies then build capability in the team to deliver this
  • Focus on future lifetime value of Hive Learning; looking at ways to increase engagement & customer satisfaction
  • Work alongside our Partnership & CS team you will attend some of the client meetings to support the development of client solutions
  • Working alongside our product & content team develop the delivery element of new product launches eg how best to apply our Mental Health Works product to create a peer learning solution that drives behaviour change
  • Build expertise in our Networks & Programmes offering including the processes & resources to create client impact in both
  • Own the recruitment & onboarding process for building our world class Customer Success team
  • Support the ongoing development of the CS talent pipeline
  • Liaise with Pod Leads on regular personal development reviews for the team - ensuring the process is consistent, reviews are taking place & appropriate action points followed up.
  • Be the voice of the customer in our Product Steer Co & Ops Leads
  • Contribute to the business growth plans by bringing key insights from best practices in industry, strong awareness of peer learning & knowledge of our competitors

Some words that might describe you, your skills, & your experience:

  • Significant experience in leading customer-facing organizations
  • Youre an analytical & process-oriented person
  • You have a strong empathy for customers & for growing a business
  • You have the ability to manage & influence through persuasion, negotiation, & relationship building
  • You demonstrate the desire for continuous learning & improvement
  • Youre an enthusiastic & creative leader with the ability to inspire others
  • Youre an excellent communicator & have strong presentation skills

What wed like to offer you

  • An exciting & meaningful challenge with the opportunity to play a pivotal role in the next phase of our growth
  • The chance to grow with us - there are no limits to how far this role could take you
  • A supportive & inclusive environment in a forward-thinking & energetic team
  • Be part of the broader Blenheim Chalcot family - connect & be mentored by some of the incredible people that work in the 20+ other start-ups in our ecosystem
  • Competitive salary
  • Fun activities, nights out (or virtual ones for now), office fruit, beverage fridge stocked with everything from beer & fizz to coconut water & San Pellegrino (still all on ice at the office!)
  • 20 days annual leave + a bonus day off on your birthday & major US public holidays
  • Private health care
  • 401k scheme
  • Brand new office near Chelsea, NY in an open shared space with lots of other startups
  • At Hive Learning we embrace diversity & equal opportunity, we are committed to building a team that represents a variety of backgrounds, perspectives, & skills. The more inclusive we are, the better our work will be
  • NOTE: For now we are being super careful when it comes to Covid & we dont want to place anyone in a position where they dont feel comfortable. Our team is currently fully remote & we are waiting for New York & other states to open up before coming back to the office. Wed love this to be soon - but we wont rush. This role is open to anyone based in the US with authorization to work.

A quick note on how we hire

Our products are striving to create a more equitable world. And for that reason, we take diversity & inclusion seriously in our hiring processes too.

Were committed to building a team that represents a whole host of backgrounds, perspectives & skills & were proud to be an Equal Opportunity Employer. We strongly encourage candidates of all different backgrounds & identities to apply.

And if this job speaks to you but you're not sure you have the "right" experience, we'd love you to apply anyway & tell us why you'd be great for this role in your cover letter.

If we can help with any special accommodations for your application or interviews, just let us know.

 
 
 
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