Head of Customer Success

Description: 

Lead our customer success function and ensure our clients achieve maximum value from their GRS Guardian telematics investment. Drive customer retention, expansion, and advocacy as we scale.

Key Responsibilities:

• Develop and execute customer success strategy and processes
• Build and lead a high-performing customer success team
• Own customer onboarding, adoption, and expansion processes
• Monitor customer health metrics and proactively address churn risks
• Collaborate with sales team on account expansion opportunities
• Develop customer training programs and success resources
• Manage escalations and coordinate with recovery agents for theft incidents
• Drive product feedback loop with development team
• Establish customer advisory board and advocacy programs

Requirements:

• 5+ years customer success or account management experience, preferably in SaaS/technology
• Proven track record of building customer success functions from scratch
• Experience with telematics, fleet management, or automotive industry preferred
• Strong analytical skills and experience with customer success metrics
• Excellent leadership and team-building capabilities
• Outstanding communication and presentation skills
• Experience with CRM and customer success platforms
• Bachelor's degree in business or related field

What We Offer:

• Competitive salary plus equity in a fast-growing company
• Opportunity to build and lead a critical function
• Work with cutting-edge telematics technology
• Direct impact on business growth and customer satisfaction

Salary: £55,000 - £60,000