Events  Deals  Jobs 
    Sign in  
Blenheim Chalcot // venture builders & invest funds
New York    Posted: Wednesday, April 07, 2021
Apply To Job

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.

Apply To Job
© 2021 GarysGuide      About    Feedback    Press    Terms