VP Customer Success

Employment Type: Full-time, Permanent

Location: Remote, GMT/BST timezone

Salary: Competitive basic plus generous growth commission

The Role

We’re seeking a VP Customer Success (VPCS) to take a leading role in our small but rapidly growing CS team. The VPCS will develop and grow a positive customer experience, support brand loyalty, upsell new products and manage contract renewals.

This role will create opportunities to contribute ideas to build and improve business processes, create effective onboarding of new customers and deliver a highly positive experience with our services over the in-life cycle of the contract.

The VPCS will help expand and develop our CS team by working with our Chief Customer Officer and the senior management team to recruit and train new CS team members. We are looking for a VP Customer Success with drive and ambition who wants to become part of the CS management team, reporting directly to the founders of the business.

As a senior member of the team, the VPCS will be responsible for the more complex, large or high potential customers where we may be facing bigger challenges, in order to ensure the highest level of customer satisfaction.

The VPCS will collaborate with our technical teams on improvements to our product based on customer feedback. The VPCS will work closely with other departments to analyse usage data, customer reviews and experiences with our products to continually look for ways to improve what we do and how we do it.

Key Responsibilities

  • Driving a world class service for our customers
  • Understanding our customers’ business needs and creating solutions to support them
  • Lead strategic success planning for key clients
  • Continually strive for improvement in both our product and customer experiences
  • Adapt to each clients needs quickly, building a trusted relationship and creating champions for our product within our customers business
  • Work collaboratively as part of a close-knit supportive team, within the CS department and across the company

 

What we’re looking for

 

You are a self-starter, with proven substantial experience of working in a SaaS environment, delighting clients with your knowledge of your product and their business. It’s also helpful if you’ve worked in a media-tech scale up or major media company within the Video on Demand space. You’ll be able to engage with each client, with a personable manner and positive attitude, to understand their needs and wants, and feed this back to our product managers.

You will be able to demonstrate an exceptional ability to communicate and foster positive business relationships, and you also have the technical aptitude to understand every aspect of our service/product. You are passionate about your product and demonstrate perseverance in the face of adversity.

You have significant experience of growing revenue through upsell and at the point of contract renewal. And you can demonstrate that you can help each client gain more value from the platform through regular training, weekly calls and client visits. You are hungry for career growth and keen to build and manage a team.

You have the ability to quickly gain a deep understanding of customers’ concerns and thoughts regarding the use of products, and be able to troubleshoot as needed. You will also be able to analyse data from customer reviews and feedback, to ensure our service is evolving to their needs. Your craft is client service but your objective is to drive tangible business results for your clients through effective Customer Success. You will have targets of growing client revenue by 300%+ per annum for the first year.

On the more practical side, you are likely to be proficient in G-Suite (Docs, Slides, Sheets, Meet, Gmail, Calendar) since that’s our main tool. You’ll also be familiar with Microsoft Office (Word, Excel, PowerPoint), Zoom, Slack and other standard office tools. Skills in Tableau, data analysis, and pivot tables are all valuable.

An interest in Technology, Film & TV, e-commerce, and data are all helpful.

About us

Looper Insights is a scale up in the Video on Demand (VoD) industry and we are growing fast. In the last 12 months our B2B cloud-based analytics software has been taken by some of the biggest names in the VoD sector. We have just scratched the surface of a huge untapped market.

Our product is an innovative and unique SaaS analytics solution, presenting data captured by our own hardware and software. We analyse product positioning for any app, content and streaming service shown in the digital User Interface (UI) of connected devices.

Clients need visibility of their products to create promotions that drive their sales, views, customer acquisition and help reduce customer churn in the hyper competitive world of streaming services. We are currently the only service, globally, that provides this data.

We are the first mover in this new category and we are enjoying a momentum of sales and interest from the biggest players in content and streaming services.

We have established data labs in London and Los Angeles to collect data and analyse insights on Film and TV placement for VoD stores across territories. Our software service provides data for marketeers to get full visibility on the correlation between promotions, sales spikes, ROI on promotions and insights they can use to plan strategies and tactics which improve their overall ROI. Our clients include VoD stores, Film/TV Studios and Broadcasters.

With a dynamic culture that celebrates group and individual success, we have lean teams of super-smart, hard-working colleagues who collaborate closely to produce a valuable service for an industry about which we’re all passionate. We work with some of the biggest, most dynamic technology and media companies in the world; we love working with them and we love pushing ourselves to provide greater solutions and customer experiences for them.

Employment at Looper

Looper was designed from the ground up to operate as a global distributed team, working from the UK, Europe, West Coast USA and South America, with a belief in autonomy, responsibility and trust. That means a flexible schedule and the room to get your head down and produce excellent work. If you need to do the school run, or go for a walk to think through an idea, we trust you to get things done however you do them best. Life at Looper is about outcomes.

We are committed to diversity and the principle of equal opportunity for all employees. You will receive consideration for employment without regard to race, colour, religion, sex, national, social or ethnic origin, age, gender identity and/or expression, sexual orientation, family or parental status, or any status protected by the laws of England and Wales.

To apply for this role please send your CV to join.us@looperinsights.com, along with a covering letter introducing yourself.