Head of Customer Success

Head of Client Success

Hybrid: Cambridge, UK (2 days / week)

Salary: £80,000 - 100,000

Above and Beyond is proud to be partnering with Risilience to recruit a Head of Client Success to join them in their mission to help tackle climate change; one of the biggest systemic threats facing the planet today.

Their unique SaaS modelling and analytics platform enables their clients to assess their climate related compliance analytics, navigate their pathway to Net Zero and perform scientifically based cost benefit comparisons of emission reduction strategies versus their risks.

As many companies make their commitments to net zero greenhouse gas emissions, Risilience aims to help them report on their disclosure obligations (e.g. TCFD, CSRD), and plan and guide their execution of transforming to a more sustainable business model. They have a blue-chip client base with a growing list of globally recognised brands.

Their software platform along with their advisory services helps companies produce climate-related analytics to navigate their pathway to net zero and sustainable business practices.

The company is headquartered in Cambridge UK, and this role is working hybrid, 2 days per week in the office.

Role Details

The Client Solutions team serves as the face of the organisation to our growing client base and ensures that all commercial relationships and projects are a success. The team supports clients as they onboard and become active users of the Risilience platform, proactively working with them throughout their lifecycle.

Client Success Managers collaborate across the business, partnering closely with Sales and Client Solutions Specialists, to retain revenue while ensuring a high quality of service and effective communications between the client and internal Risilience business units. Client Success ensures our clients receive business value from our products and, over time, renew and grow their annual contracts.

The Head of Client Success will own and drive the team’s strategy, defining the direction and owning our customers’ journey, from implementation and onboarding through renewal. As our client base and their needs expand, the Head of Client Success will oversee and continue to build a team of dedicated Client Success Managers in EMEA and the US.

Main Responsibilities:

• Define the Customer Success strategy, and the direction of the team, identifying key metrics to track, and owning our customers’ journey, from onboarding to preventing churn and focusing on the customer experience.
• Build and refine our Customer Success playbook, developing and implementing repeatable processes to facilitate retention and growth of customers
• Cultivate a customer-first attitude, building strong relationships with customers, understanding their needs, clearly communicating their perspective internally and externally, and balancing these with business priorities.
• Recruit and leada dedicated team of global Client Success Managers, nurturing a collaborative environment with key departments and fostering continuous improvement.
• Issue Resolution:Proactively address client concerns and issues, working cross-functionally to ensure timely and effective resolutions.
• Manage a portfolio of clients as an individual contributor,deliver high value engagements and model our company values. The expectation is that the individual contributor element will be approx. 60% of time initially, decreasing over time.
• Ensure clients fully utilise Risilience analytics tools and solutionsthrough clear articulation of product value to key stakeholders, tailored to each client’s needs and use cases.
• Anticipate and identify client upsell opportunities, setbacks, and risks, proactively communicating across the business and developing solutions alongside Sales, Product, and Client Solutions to increase NRR.
• Speak the language of our customersthrough written and verbal communications, adapting your delivery style and content according to your audience, as well as gathering and analysing client feedback to inform product development and improve client offerings
• Develop and maintain deep knowledge of our product offering, including business value and desired usage, by closely collaborating across the organisation.
• Hire and lead an ambitious team of global CSMs, as our business grows, who can drive the success and future growth of our customers.

Essential Skills:

• Successful track record of leading a customer/client success organisation in an enterprise-level B2B SaaS business.
• Experience in team leadership and management, including hiring, mentoring, and growing a diverse team across multiple geographies, preferably the US.
• Strong background as an individual contributor within Customer Success or account management,
• Experience within a scale-up SaaS organisation.
• Proven success in driving technology adoption, usage, and client engagement – including identifying opportunities for upsell, uplift and account expansion.
• Strong interpersonal skills with the ability to build and maintain client relationships.
• Excellent verbal and written communication skills, including the ability to present to executive-level audiences.
• Proven ability to think critically, impact key stakeholders, and shape how we do things differently with positive business benefits
• Problem-solving aptitude and a natural willingness to learn.
• Commitment to delivery with good time management, decision-making, and planning skills.
• Must possess strong attention to detail, multi-tasking, and organisational abilities.

Desirable Skills:

• Experience working with any of the following tools: ClientSuccess CSP, Baton and Fathom
• Experience working in one of the following fields: sustainability, data science, natural sciences, environmental studies, climate science and policy, social sciences or economics.
• An understanding of climate change issues in society and for commercial businesses.

Diversity and Inclusion

Risilience is committed to a proactive approach to equality, which supports and encourages all under-represented groups, promotes an inclusive culture and values diversity. Entry into employment is determined by personal merit and by the application of criteria required for the post. No applicant for an appointment or member of staff will be treated less favourably than another on the grounds of sex (including gender reassignment), marital or parental status, race, ethnic or national origin, colour, disability (including HIV status), sexual orientation, religion, age or socio-economic factors.

Information if you have a Disability

Risilience welcomes applications from individuals with disabilities and is committed to ensuring fair treatment throughout the recruitment process. Adjustments will be made, wherever reasonable to do so, to enable applicants to compete to the best of their ability and, if successful, to assist them during their employment.

We encourage applicants to declare their disabilities in order that any special arrangements, particularly for the selection process, can be accommodated. Applicants or employees can declare a disability at any time.

Right to work

You must have full permission to live and work in the UK without time limit, restriction or sponsorship.