Head of Customer Success Full Time

Previously Startups of London has featured Humaans in our podcast episode in 2022, that we had an insightful chat with their founder. Check out the full podcast episode and a detailed article about their company. You can also click on the company name above or go to their company page from here and learn more about their culture, business and management.

As for the role; Humaans is looking for a Head of Customer Success to join their company. Learn more about the role, requirements as well as benefits in the below description.

Click on the Apply Now button to complete job application.

– Startup of London Team

The Role

We are a startup with big ambitions, backed by amazing investors that worked with the fastest growing technology companies.

We have raised $20 million in VC funding to date. Investors include major tech players such as Lachy Groom; Slack founder Stewart Butterfield; Shopify founder Tobias Lütke; Figma Founder Dylan Field; Linkedin ex-CEO Jeff Weiner; Stripe COO Claire Johnson; Y Combinator; Moonfire; Frontline Ventures; Exor and more.

Our journey is only at the beginning, and we’re looking for people excited about driving real impact. As a human centred company (quite literally), every team member counts – and that’s where you come in.

You’re excited by

• Building, leading and executing on a world class Customer Success strategy to drive value for our customers across all touch points with Humaans
• Attracting, retaining and growing exceptional talent across CS, Support and other customer facing areas
• Being a product champion and advocate for Humaans with the world outside
• Supporting executive leaders and operators in achieving key business outcomes
• Constantly building meaningful relationships at executive level
• Contributing to strategy definition for customers from onboarding to growth and renewal
• Establishing Humaans as trusted partner for our customers and turning them into advocates
• Improving customer retention metrics (adoption, retention, engagement)

Things that will get us excited about you

• Track record in building and leading high-performing teams across Customer Success, Customer Support, and Account Management in SaaS with focus around large SMBs and Mid-Market
• Experience in managing accounts ranging from $20k to $100k+ in ACVs
• Strong executive presence and natural propensity to build relationships with C-Suite/Leadership teams at both startups and larger organisations
• Commercial mindset, comfortable with a competitive landscape and focus on driving long-term customer value
• Ability to define metrics and utilise data to improve customer experience
• Ability to attract, retain and grow exceptional talent and able to grow the team in an efficient way and not only by headcount expansion
• Ability to work cross-functionally and harmoniously with Sales and Product/Engineering teams to help drive our strategy and inform business decisions
• Comfortable in a fast paced environment with changing priorities and has experienced early stage company growth (ideally Series B to D)
• Travel to meet customers across Europe from time to time will be required

Package & Benefits

Early stage startups can be messy – we know that. We’re putting effort in providing you with the best employee experience and a quality driven environment in exchange for trusting us.

• Salary. Competitive compensation.
• Equity. Meaningful equity so that you own part of the company.
• Flexible working schedule. We’re outcome-oriented.
• Time off. 25 days of paid time off per year plus public holidays.
• Health. Private health and dental insurance.
• Technology. A brand new MacBook (or whatever equipment you need).
• Set up. £500 working from home budget.
• Learning and development. Budget for books and other resources you need.

Our Commitment to Diversity

At Humaans we’re looking for genuinely good people that are transparent and emphatic. We’re committed to providing equal opportunities, a diverse and inclusive work environment, and ensuring a fair interview process for everyone. You’re welcome to apply no matter your gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.