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Head of Customer Success

Head of Customer Success role in London, UK.
Disguise Technologies Ltd
Hybrid
On-Site
United Kingdom
Undisclosed salary
Job Description
Disguise is seeking a Head of Customer Success to champion customer-centricity across all business functions. This role reports to the Vice President of Customer Engagement and is a key member of Disguise’s Customer Excellence global leadership team. The ideal candidate will ensure Disguise is synonymous with amazing customer care, driving value for customers and fostering loyalty.

The Head of Customer Success will manage the global team of Customer Success Managers, understanding customer needs, managing escalations, and striving for improved standards. They will represent the voice of customers internally and Disguise externally, working with high-profile brands, influencers, and freelancers.

Role Involves:
  • Managing a global team of Customer Success Managers.
  • Overseeing Customer Community activities, including events and beta testing.
  • Delivering outstanding customer onboarding experiences.
  • Managing customer relationships across data sources.
  • Driving strategy for Signature Customer accounts.
  • Overseeing community engagement tools and platforms.
  • Ensuring effective account reviews.
  • Increasing product adoption, loyalty, and satisfaction.
  • Collaborating with internal divisions to translate customer feedback.
  • Supporting marketing with collateral and case studies.
  • Developing the Customer Excellence team's strategy and plans.
  • Tracking team performance and identifying areas for improvement.
Requirements:
  • 8+ years of experience in Entertainment, Live Events, or related industries.
  • Comfortable being hands-on with customers and team members.
  • Experience working with complex, multi-divisional, multi-geographical customers.
  • Flexibility due to round-the-clock operations.
  • Impressive executive presence and communication abilities.
  • Excellent presentation and conflict resolution skills.
  • Skilled in client interactions and guiding clients.
  • Ability to create structure and design effective processes.
  • Experience working with cross-functional teams.
  • Exceptional time management, organisational, and analytical skills.
  • Collaborative team player with initiative.
  • Willingness to travel internationally.
Role Offers:
  • Unlimited Paid Time Off.
  • Hybrid working options.
  • Mental health and wellbeing support.
  • Gig allowance for industry events.
  • Belonging policies for parental, fertility, and other support.
  • Training, coaching, and mentoring opportunities.
Apply Manually

Disguise Technologies Ltd

Disguise Technologies Ltd. provides a software and hardware solution for designing, sequencing, and controlling visual experiences across film, TV, live events, and corporate productions. The company partners with entertainment brands and companies to deliver live music events, broadcasts, immersive experiences, installations, theatre, film, TV production, and product launches. They serve clients such as Disney, Snapchat, Netflix, and ESPN. Disguise offers an integrated system designed to help create real-time spectacles. The company values innovation, resilience, honesty, and inclusivity, fostering a supportive environment for employees.

All Jobs at Disguise Technologies Ltd (14)