Hive Learning logo - HRD

Head of Customer Success 

 

(Role can be UK or US based - and will need to be flexible in supporting a UK and 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 and at scale. Our peer learning programmes and networks help companies build skills in areas like inclusion, mental health, and leadership.

We’ve just had our biggest ever year of growth and created tonnes of impact we’re really proud of for customers like Barclays, SunLife, Deloitte, Legal & General, Boots, and the mental health charity Shout.

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

About the role 

You’ll join a growth-minded, customer-centric, and supportive sales and customer success team, but you’ll 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 and 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 and efficiency. Identifying opportunities to improve the current processes and work with the team to create solutions and apply to the team ways of working
  • Focus on client feedback, NPS scores and 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 and 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 and customer satisfaction
  • Work alongside our Partnership and CS team you will attend some of the client meetings to support the development of client solutions
  • Working alongside our product and 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 and Programmes offering including the processes and resources to create client impact in both
  • Own the recruitment and 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 and appropriate action points followed up.
  • Be the voice of the customer in our Product Steer Co and Ops Leads
  • Contribute to the business growth plans by bringing key insights from best practices in industry, strong awareness of peer learning and knowledge of our competitors

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

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

What we’d like to offer you

  • An exciting and 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 and inclusive environment in a forward-thinking and energetic team
  • Be part of the broader Blenheim Chalcot family - connect and 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 and fizz to coconut water and San Pellegrino (still all on ice at the office!)
  • 20 days annual leave + a bonus day off on your birthday and 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 and equal opportunity, we are committed to building a team that represents a variety of backgrounds, perspectives, and 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 and we don’t want to place anyone in a position where they don’t feel comfortable. Our team is currently fully remote and we are waiting for New York and other states to open up before coming back to the office. We’d love this to be soon - but we won’t 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 and inclusion seriously in our hiring processes too.

We’re committed to building a team that represents a whole host of backgrounds, perspectives and skills and we’re proud to be an Equal Opportunity Employer. We strongly encourage candidates of all different backgrounds and 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 and 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.

Deadline for applications is the 23rd April. 

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