Overview

Head of Customer Success - Enterprise and Global Accounts (Hybrid)To build and nurture long-term, cross-functional partnerships with Fastmarkets’ top 100 clients, delivering personalised solutions that exceed customer expectations, enhance loyalty, and drive transformational growth. You will oversee the post-sales relationships with customers to ensure their satisfaction, retention and ongoing success with the company’s product.Responsibilities

Client Relationship Management: Deliver the customer engagement strategy to ensure the team builds and maintains strong, long-term relationships with Fastmarkets'' top 100 clients, working alongside the account managers to understand their needs and align solutions that drive value.Unlock Customer Value: Support the Account Management team to deliver transformational revenue growth exceeding 25% annually by ensuring the Customer Success Managers unlock customer value through workflow mapping.Strategic Development: Deliver department goals and objectives aligned to the company''s overall strategy for Customer Success, supporting the move from a tactical department to a more strategic one.Customer Satisfaction and Loyalty: Ensure client satisfaction through exceptional service, timely solutions, and proactive communication to meet or exceed expectations, fostering loyalty and retention.Cross-functional Collaboration: Work with internal teams to ensure seamless delivery of products and solutions.Market and Industry Insight: Stay informed on industry trends, market conditions, and competitive offerings to enhance strategic conversations and support wider account plans.Reporting and Performance Tracking: Regularly track and report on KPIs, account performance, and client feedback, using data-driven insights to adjust strategies.Leadership and Role Modelling: Lead by example in execution, collaboration, and engagement, fostering a culture of teamwork and high performance.Interfaces

CustomersAccount Management TeamCustomer Adoption and Onboarding TeamSales TeamMarketing TeamProduct TeamEditorial TeamCustomer Support TeamClient ServicesQualifications

We are looking for an individual who is highly motivated, driven, and has a passion to be part of a fast-paced, successful team. You will be a strategic thinker but also comfortable being hands-on with processes and high-value Enterprise customers, with at least 6 years’ experience leading customer success teams to deliver operational and strategic excellence in complex organisations. You will proactively attend client meetings to support your team and have experience in positive change management to support our transition further into customer relationship management. You should be a strong team player with a flexible mindset to lead a team across three regions (UK, Singapore and USA), open to working across time zones.Knowledge

Industry Expertise: Understanding of commodities markets and trends; financial applications are a benefit.Customer Success Principles: Knowledge of best practices to enhance engagement, satisfaction and retention.Customer Lifecycle: Experience in understanding operational challenges for customer success managers and streamlining cross-functionally with the customer journey in mind.Product Knowledge: Familiarity with price reporting products; SaaS experience is advantageous.Experience

Leadership: Proven experience leading a global customer success team in a B2B environment, supporting revenue growth and customer satisfaction.Performance: Data-driven decision making; setting objectives aligned to KPIs and launching initiatives to achieve results.Commercial Outlook: Experience unlocking customer value to maximize adoption and mitigate retention challenges.Cross-functional Collaboration: Worked with sales, marketing, product, and account management to deliver integrated solutions.Client Engagement: History of engaging with senior executives and decision-makers to communicate value and build trust.CRM Management: Experience with Salesforce or similar CRM for reporting and decision making.Skills

Communication: Excellent verbal and written communication; ability to convey complex information clearly.CRM Management: Strong knowledge of Salesforce; experience with CRM systems and technical solutions.Negotiation: Strong negotiation awareness; contribute to renewals and upsells even though the account management team owns renewals.Analytical Thinking: Ability to analyse data and trends to drive strategic conversations.Problem-Solving: Proactive in identifying client challenges and developing tailored solutions.Leadership: Ability to inspire and influence, fostering collaboration and accountability.Adaptability: Flexible to adjust strategies with changing client needs and market dynamics.Personal Attributes

Principled Performer: Maintains high integrity and ethics in all decisions.Coachability: Willingness to learn, accept feedback, and grow.Positivity and Resilience: Maintains a constructive attitude and motivates others.Resourcefulness: Proactive problem-solving and efficient use of resources.Adaptability: Thrives in changing environments with a flexible mindset.Natural Curiosity: Seeks to understand customer challenges and perspectives.Exceptional Standards: Commits to high-quality results and continuous improvement.Additional Information

Our Values: Fastmarkets values are embedded in everything we do. They include Metrics Driven, Accountable, Growth Mindset, Inclusive, Customer Centric, and Collaborative.

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