Customer Success Director

Salary: Up to £71,000 - £85,000 depending on experience

Benefits: Generous share options scheme, 27 days' holiday (on top of public holidays), payment towards health insurance, training & development opportunities, employee assistance programme, access to UK working locations (via the Reef app), flexible working

Who we are

Looper Insights is a fast growing B2B SaaS scale up and the category leader in the Digital Merchandising Media & Entertainment Industry. Through its award winning ‘Vizibility’ Product, Looper Insights licenses 1st Party Application & Title Performance Data and Insights, to major D2C (Streamers and Broadcasters), Film/TV Studios, CTV Platforms and Regulators. Vizibility offers a near real-time view and snapshot of how your app or title is performing at a given time, across any device, across 25 countries and even vs your competitors.

Looper Insights counts most of the World's leading Global Streaming and major Film/TV Studios as its customers. Venture backed we are about to embark on an ambitious plan to rapidly scale the business in FY25 and roll out to the worlds Broadcasters and CTV Platforms. We are looking for bright, talented, passionate and ambitious people to come and join us in this exciting journey and be part of one of the most exciting scale ups in the world.

Being the Customer Success Director

You are a driven yet humble Customer Success Director. We have a small but mighty Customer Success team, so this will be a hands on role. You’ll report to the CCO, and will be focused on building client relationships, as well as the retention and growth of accounts. You’re a collaborator and love to build and nurture relationships with your team as well as your clients. Knowledge of the industry (Streaming (SVOD) and Transactional (TVOD) Video on Demand, Film and TV) would be an advantage.

Typical responsibilities:

• Execute the Customer Success strategic plan to contribute to our ARR goals by creating a customer experience that delights:

  • Influence future lifetime value through higher product adoption and customer satisfaction, while actively setting and contributing to churn reduction tactics.

  • Drive new business growth through gross renewals, net retention improvements, greater advocacy and referenceability

• Build and nurture long term executive-level relationships and accounts with demonstrable understanding of the client’s challenges, building trust, providing thought leadership, support, and challenge.

• Architect the post-sales customer experience and lifecycle by building world-class customer success management practices

• Add value to customer relationships and drive the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within their team.

• Partner with the Sales, Product, Engineering, and Operations teams to deliver the best possible customer experience

• Define and optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and driving a culture of continuous improvement

• Nurture and develop the CS team, recruiting if and when necessary. Lead enablement and operational practices to track and improve the performance of the teams and individuals

• Collaborate with the CEO, CCO, and VP Sales to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)

• Collaborate with sales and marketing to create and optimise the upsell and cross-sell strategies the CS team uses to increase ROI.