Director of Customer Success

BlueOptima is a company built on transparency, collaboration, and accountability. We provide organisations with an objective, data-driven insight into developer efficiency, and how we operate internally is a direct reflection of this.

We are a team made up of tenacious, ambitious, and hungry individuals, who strive to constantly improve and pull together to achieve our ambitious goals. Our company values, and genuine family-feel working relationships, lead to a working culture of collaboration, learning, autonomy, and high performance.

Our Product
BlueOptima provides industry-leading objective metrics in software development using our proprietary Coding Effort Analytics; enabling Fortune 500 organizations to deliver better software, faster and more efficiently.

We currently are located in 4 countries: London (our HQ), Mexico, India, and the US. A total number of 100+ employees (and increasing every day) from different nationalities and with over 25 languages spoken.

Location: London
Department: Customer Success
Salary: £73K - £83K base + OTE

Job summary:

As the Director of Customer Success, you will report directly to the Head of Customer Success carrying 2 - 4 Enterprise accounts, working closely with key stakeholders to develop and execute a customer success strategy that puts our customers first and ensures they are achieving their desired outcomes from our products and services. You will be a player-coach, directly managing 1-3 CSMs to identify opportunities to improve customer satisfaction and retention, and to identify new revenue streams that are aligned with our customers' needs. You will be the executive point of escalation and engagement for your CSMs accounts.

Your team: 

Your initial focus will be to ramp up product knowledge and take on a portfolio of accounts before taking on projects and specific areas of focus to drive the growth and development of the team.

Responsibilities and tasks: 

• Own the retention and expansion of your designated accounts.

• Contribute to developing the customer success strategy that puts our customers' needs and goals at the centre of everything we do to drive revenue and market share through upsell, cross sell and customer growth.

• Establish and maintain a culture of mutual accountability between the Customer Success team and customers. 

• Advocate for our customers' needs and rally resources to support them when needed.

• Work directly with 1 - 3 Customer Success Managers to identify risks and opportunities within their accounts and coach them to address.

• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics

• Work closely with the sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams that are aligned with our customers' needs and goals to increase ROI.

• Collaborate with other teams to ensure seamless customer onboarding and ongoing support, and to drive customer success across the entire customer journey

• Continuous operational improvement: Implement processes and initiatives to continuously improve the effectiveness and efficiency of the customer success function, such as implementing new processes or methodologies, streamlining workflows, or optimising resource allocation.

What You Need to Succeed at BlueOptima: 

• 7+ years of experience in customer success, account management, or related fields, with a strong track record of delivering exceptional customer experience.

• Experience working with enterprise-level customers, and a proven ability to build and maintain strong relationships with key senior stakeholders.

• Deep understanding of SaaS business models and customer success best practices, and a passion for staying up-to-date with the latest trends in the industry.

• Excellent communication and interpersonal skills, with a customer-first mindset and a passion for building strong customer relationships at the executive level of Fortune500 companies.

• Strong analytical and problem-solving skills, with an ability to use data to identify trends and risks in account health, make decisions, and drive continuous improvement.

• Ability to work in a fast-paced, dynamic environment, and to prioritise and manage multiple projects and initiatives simultaneously.

Good to have:

• Experience in software development or related technical fields to become a trusted advisor to our client’s senior management

• Successfully planned and delivered cross-selling and expansion strategies

Why join our team?
Culture and Growth:

• Global team with a creative, innovative, and welcoming mindset
• Rapid career growth and opportunity to be an outstanding and visible contributor to the company's success
• Freedom to create your own success story in a high-performance environment
• Training programs and Personal Development Plans for each employee

Benefits:

• 32 days of holidays (including 8 bank holidays) 
• Annual Leave Purchase 
• Hybrid working - 2 days remote and 3 days in the office each week
• Flexible Work from Long Distance - 4 weeks a year
• Top of the line equipment (i.e. laptop, headset, desk gaming monitor)
• Office in Elephant and Castle with free drinks and snacks
• Cycle-to-work scheme
• 12 Weeks Paid Maternity and Paternity Leave
• Pet friendly office

Stay connected with us on LinkedIn or keep an eye on our career page for future opportunities!