Head of Customer Success in London

March 12th, 2019 - Written by Trint

Drive a SaaS Product That is Turning Heads

Trint™ is the scale-up that blows manual transcription out of the water. Its browser-based platform converts any audio or video to text in just minutes. Then Trint’s interactive editor marries the audio to the text, making it easy to search and polish transcripts to perfection. Hours of tedious labour are reduced to just minutes. Users can effortlessly search and share content like never before. And we have a lot more tricks up our sleeves! Founded in December 2014, we are now a team of  38 in London and seven in our North American office in Toronto. We have just closed a funding round so we are well-positioned for further growth.

Early adopters include: The Associated Press, BBC, The New York Times, ESPN, Vice News, The Washington Post, Thomson Reuters, Indiana University and The State of Wisconsin.

We’re looking for a candidate who will help us supercharge customer relationships! You will take ownership of maximising customer value across EMEA and North America. We’re looking for an experienced leader to head up Trint’s Customer Success and Customer Support functions, managing our strategic enterprise account portfolio.

Responsibilities will include:

Customer Success Leadership

  • Coach and develop Trint’s team of Customer Success Managers. Grow our Customer Success team’s capabilities, programs and functions.
  • Create customer programs, deliverables and strategies to drive adoption, expansion and renewals.
  • Establish executive relationships within key customer accounts.
  • Identify and/or develop upsell opportunities and ensure the team hits assigned targets.

Customer Support Leadership

  • Provide coaching to our Customer Support Manager and their team of Customer Support Associates.
  • Take a strategic approach to our Customer Support function, driven by a motivation to achieve consistency and quality across all our processes.

General

  • Advocate customer needs/issues across departments, working with other leaders to uncover potential solutions.
  • Play an active role in Trint’s leadership team to ensure we meet revenue and customer health targets.
  • Gain an understanding of the day to day operational challenges faced by Trint and deliver innovative solutions across the business.

Required Skills:

  • 7+ years of leadership experience in a customer-centric function
  • Passion for exceeding customer expectations and driving long term value
  • Strong empathy for customers combined with a laser-focus on revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and hands-on leader with the ability to inspire and mentor others
  • Motivated by process improvement and optimisation to improve customer experience
  • Zendesk, Gitlab, Salesforce 

Helpful skills that will make you shine even brighter:

  • Additional languages are always helpful
  • Experience leading customer success/support functions within a SaaS organisation

Benefits:

  • Share Option Scheme
  • Team Events & Beer Fridays
  • A relaxed & sociable office environment
  • Gym Subsidy
  • Office Snacks
  • Flexible working
  • Cycle to Work Scheme
  • In-house Yoga
  • 25 Day Holidays Allowance + Bank Holidays
  • Critical Illness Cover
  • Income Protection Insurance
  • Workplace Pension Scheme
  • And more to come! We’re on the look-out for new and exciting perks which help us on our journey to becoming an employer of choice, so watch this space!

Salary is negotiable + equity

To apply, contact Guppy Hunjunt, Talent Acquisition Partner guppy@trint.com