Lead Customer Success

We need someone to run the Customer Success Team for our LOOP website platform.

What we do

We build LOOP By Semantic, a website platform for visitor attractions, zoos, heritage sites, museums, theme parks and more. 70+ customers across the UK including The Blackpool Tower, Continuum Attractions, Black Country Living Museum and more.

Customer success is core to how we grow. Our customers pay a monthly subscription, so our job doesn't end at launch. We want every customer to get real value from LOOP, stay with us for years, use more of the platform over time and tell other attractions about us. We're building the systems, data and content to do that for 200+ customers without needing 200 individual relationships.

At a glance

Make every customer successful on LOOP so they stay, use more features and recommend us in scalable, efficient and systemisable ways.
Four parts: showing value, retention, expansion, referral.

The role

You will own customer success end to end at Semantic: onboarding, adoption, support, satisfaction and retention.

You'll lead a small Customer Success team (including Customer Success Agents and SEO / Analytics specialists) and work alongside our developers and designers to get customers what they need. You'll define how we look after customers as we scale, using health scoring, in-platform prompts, a strong knowledge base and AI tooling so that a small team can serve a fast-growing base.

Your job is to make sure customers are successful, spot the signals early (good and bad) and make sure nothing gets missed, whilst highlighting opportunities or potential package ideas to the commercial team for them to develop and sell.

This role is well suited to someone who has run customer success, onboarding or support in a subscription software business and improved retention through excellent  systems and process implementation alongside leading customer service.

Key deliverables are:

  • Customer churn kept under 4% a year, with a clear health score for every customer
  • Hours per customer per month reduced through better process, self-serve content and automation
  • Rollouts delivered to budget and target hours, with blockers cleared quickly
  • Ownership of, and regular updates to LOOP User Guide and knowledge base to reduce repeat support
  • NPS and satisfaction measured and reported quarterly
  • Monthly reporting on support performance, rollout hours, retention and churn
  • A steady flow of customer insight into the product roadmap and of opportunities into the Commercial team


What you will do

Helping customers get the most from LOOP

  • Define and run how we serve customers at scale: which customers get a named contact and quarterly review, and which are served through the platform, content and the support team.
  • Own the in-platform growth channels (e.g. dashboard tiles, feature prompts and trial-to-paid flows). Decide what customers see and measure engagement across customers.
  • Build and run customer health scoring from engagement and/or usage and performance data to help inform process and platform development. 
  • Produce weekly "In the LOOP" updates and proactive, generalised recommendations on how to get more from key platform features, augmenting with feedback from the Sales & Marketing team.
  • Be the voice of the customer into the product roadmap, prioritised by impact.
  • Identify commercial opportunities and feed them to the Commercial team through the CRM.

Rollouts and support

  • Oversee setup rollouts to budget and target hours.
  • Monitor blockers and issues and clear them.
  • Lead the Customer Success Agents. 
  • Act as the point of escalation for complaints and issues.
  • Define and continuously improve our Customer Success processes, setup and ongoing.

Knowledge base and training

  • Manage and create content for the LOOP User Guide and help centre.
  • Train the team on best practice and make sure it reaches customers.
  • Build customer explainers and knowledge base answers to reduce reactive and repetitive support.

Satisfaction and reporting

  • Define and run NPS and customer satisfaction measurement.
  • Report monthly on support response, resolution and satisfaction; rollout hours against target; hours per customer; retention and churn by customer cohort.
  • Oversee customer performance reports, flagging successes and issues, increasingly automated.

Systemising

  • Use AI tools and automation as the default to scale onboarding, support and reporting.
  • Work with our Head of Operations to make sure the platform gives customers what they need.


What we are looking for

Need

  • 3+ years in customer success, onboarding or support in a subscription software or digital business.
  • Track record of improving retention or reducing support load through process and systems.
  • Has led or coordinated a small team and made it more proactive.
  • Comfortable with websites and CMS’s, and confident explaining a platform to customers at different skill levels.
  • Thinks in processes, data and ROI
  • Able to create/build health score reports, checklists and dashboards.
  • Clear, friendly and direct communicator who can tell a customer what they should do differently.
  • Comfortable using AI tools every day to save time and scale what you do.

Useful

  • Umbraco or similar CMS platform experience.
  • HubSpot or another CRM used for customer lifecycle work.
  • Freshdesk or similar help desk.
  • Tourism, leisure, attractions or hospitality background.




Benefits include

  • 28 days' holiday + Christmas
  • Extra day holiday per year at Semantic (up to 33 days total + Bank Holidays + Christmas)
  • Bonus free day off on your birthday
  • Flexible working hours (after your first year)
  • Work from home / fully remote, or option to work in the office
  • Quarterly team days and activities

 

Apply online here... 
(deadline for applicants - 8am, Monday 12th October)