Head of Customer Success

Job Description

Joining Busuu means being part of one of the top EdTech companies in the world, a multiple award-winner recognised for its innovation and impact in language learning.

Busuu’s vision is to empower people through languages. We are the world’s largest online community for language learning, with 120+ million registered users. We make learning a language easy by combining AI-powered courses with feedback from our global community of native speakers and lesson content designed for real life.

Busuu is part of the global Chegg family. Chegg is the leading student-first connected learning platform and a NYSE listed company.

What does a Head of Customer Success do at Busuu?

You will be responsible for leading and building the Customer Success team - Spain, LATAM, DACH and Italy. You will be commercially focused and own the handover process of B2B clients from the New Business team to ensure that our clients renew and expand their accounts.

We want to build a world-class team and are scaling fast so you will be involved in hiring and onboarding for new team members as well as on-going training and development.

You will need to be able to regularly get to our Madrid office.

What are the responsibilities of a Head of Customer Success?

• Building, developing and mentoring the Customer Success team to ensure best practice and CSM excellence is achieved in line with Busuu standards 

• Leading and executing the customer success team strategy together with the Director of Customer Success.

• Reporting to Director of Customer Success and LST on gross/net retention and key performance metrics in respective team portfolio

• Responsible for the creation of key account management plans for top tier clients 

• Forming up-selling and cross-selling strategies for territories

• Forming plans to reduce churn and pro-actively identify/mitigate risks through early intervention

• Working closely with the new business teams to understand customer needs and trends per territory in order to secure great customer satisfaction and growth 

• Helping the team to successfully onboard new clients and build capabilities to help clients implement Busuu in their organisation

• Developing and expanding our systems and processes to support sustained client engagement and ensure our clients are maximising the use of Busuu

• Working with sales, marketing, product and education teams to translate business needs and product requirements into new solutions for customers

• Coaching for high performance and motivation, while identifying training and continuous upskilling

Essential Skills & Experience 

• At least 5+ years of leadership experience within a fast growth SaaS technology business (or equivalent)

• Extensive experience in B2B Customer Success/ Client Relationship / Account Management

• Previous experience in Enterprise sales 

• Experienced in creating strategies, implementing them, tracking performance and achieving set objectives

• A proven record of driving customer satisfaction and enhancing customer experience within previous work

• English language skills. Fluency in an additional language is advantageous ( French, Spanish or German)

• Strong interpersonal skills and an analytical thinker

• Experience of leading through changing environments

At Busuu we want to ensure that you have access to some great benefits:

• Our centrally located offices are well-equipped with free breakfast, plenty of snacks and fresh fruit

• You get 2 free lunches per week at our office that you can choose out of a wide selection of restaurants in the area

• Busuu offers a great Private Health Insurance scheme

• There is a personal training budget just for you, so you can learn more in your field to ensure our employees can continuously grow and progress in their careers

• We like to support our teams with their work-life balance so we offer flexible working hours and a hybrid model of working

• We offer enhanced maternity and paternity leave

• Staying connected as a team is very important to us, so we have lots of social activities for you to join such as team lunches, Thursday socials, quarterly team, and company events

What happens next​

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around.

• CV application review - We will review it as quickly as possible

• Let’s chat - Quick chat with our team about your experience and the role

• Interview - With the Hiring Manager

• Case Study - At home case study to show off your skills

• Interview - Interview to review the task and speak with other colleagues in the team

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they're cultural, racial, religious, or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgement-free zone to speak freely.

If you like the sound of that, join us. We'd love to hear what you have to say.

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