At The Stepstone Group, we help everyone get the job that best fits their life. Whether it is the next step in their career, or a job to pay the bills - we exist to match lifestyles with livelihoods. We play our part by giving people everything they need to find the right job for them in that moment; making jobs work for more people, whatever they do, and however they choose to do it.  

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group is critical to our success as a global company, so we want to recruit, develop, and keep the best talent on the market. We encourage applications from everyone, regardless of your background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic. If you require reasonable accommodation in completing this application or interviewing, please let us know. 

We also have a hybrid approach to working from home and in the office!

We are looking to recruit an innovative and experienced Head of Customer Success for our Irish market. You will manage a strong team (20+) of Customer Success and Customer Service professionals. You will be tasked with setting the path for future growth and customer excellence, from onboarding, all the way through to renewal and long-term revenue growth across the three Irish businesses. You will drive the post-sales organisation in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Key Accounts, SMEs, and Recruitment Consultancies.

In your role you will influence future customer value through higher / deeper product adoption. In addition, improved volume, and value renewal rates, customer satisfaction, NPS, and overall engagement scores. You will also be involved in producing customer insights for the company, analysing customer churn, deep dive customer feedback as well as helping to identify new product requirements for the business.

As Head of Customer Success and Customer Service you will have responsibility for leading the delivery of a compelling and creative, post sales, customer experience that supports the long-term success of the business. A career at StepStone means working with a group of professionals that anticipate change, solve problems and work together to make it all happen.

What will this role look like on a day-to-day basis?

• Deliver a step change in the customer post sales experience to drive rapid sales value and customer volume growth.
• Design an end- to- end, data-driven customer success experience across the post-sale customer lifecycle.
• Create and deliver a contract roadmap to customers, continuously optimising as we test and learn.
• Implement best in industry customer success management of a growing base of customers ensuring a consistently high satisfaction and engagement score.
• Collaborate with internal stakeholders and team members to drive continuous improvement of messaging, creative, and user experience to improve customer engagement, conversion rate, and repurchase rate.
• Ability to foster innovation and creativity alongside managing change.

Skills, know-how and experience:

• Min 7+ years’ experience in successfully managing high performance teams - goal setting, coaching, & development. This is a senior leadership role.
• Proven track record in delivering growth within a fast-paced online or tech business.
• Demonstrable success in creating value through Customer Success and Customer Service
• Project management skills with proven ability to turn data into action.
• Ability to understand customer goals, foster innovation and creativity while managing change.
• Excellent data and analytical skills, with experience working alone and with a team to derive insights from data that can be leveraged by the wider business.
• High performance of exceeding targets, KPI's, SLA's as well as improving processes.
• Strategic customer focus, self-driven thinker with the ability to shape and implement processes at scale.
• A Customer focus mindset, putting customer experience first in every action.
• Knowledge of customer management systems such as Salesforce and Gainsight a key advantage.

Why work for us?

• Competitive salary + company bonus
• Superb office, Waterways House, Grand Canal, Dublin 2. Minutes’ walk from train station
• Benefits - Private Health Care, Pension, Life Assurance, Income Protection, Bike to Work Scheme & TaxSaver tickets
• A healthy work-life balance, with a hybrid work model
• Excellent career opportunity with stable, secure employment
• Annual Leave: 23 days per annum, plus 2 additional company days which are Christmas Eve and Good Friday. Leave entitlement increases by one day per year to a maximum of 4 extra days.
• Two volunteer days to each employee every calendar year. These volunteer days can be used to support the organisations you care about
• Training and support to enable your success.