Head of Customer Success - Intuitive

About intuitive

intuitive is an innovative, dynamic, travel software company based in Croydon, South London.  Through inspiring use of new technology and vast industry experience intuitive have redefined how technology can support and drive forward the business of the key sectors in the travel industry; tour operators, OTAs and accommodation wholesalers. intuitive offers its customers a powerful end-to-end reservation platform (through its main product iVector) that delivers key benefits to its target customers enabling them to focus on what they do best. Be it tools to enable tour operators to maximise revenue from its directly contracted product or best in class supplier integrations that enable OTAs and bed banks to sell more products to more people or fast, highly-relevant search results to maximise conversion and simplify booking processes iVector delivers. 

Role Overview

We're looking for a Head of Customer Success to own customer delivery outcomes end-to-end, across new customer implementations, ongoing change requests, incidents, and the cross-functional work that holds it all together. This is a senior leadership role and a newly created role. You'll inherit a footprint and the freedom - and responsibility - to design how it should work. You'll join the leadership team, report to the CEO.

We're at a tipping point on customer experience. Customers tell us we're skilled and committed, but the experience is inconsistent, slow, and can require too much chasing. Our NPS measurement makes that explicit, especially at executive level in our largest customer base. 

You won't have hierarchical authority over Dev, Product, Operations, Engineering or Support. You’ll form part of the leadership team, secure commitments from each function, and have the licence to escalate when those commitments slip.. Where the operating model is missing or weak, you'll design it and put it into operation. Account Management owns the relationship and the commercials with our customers; you own delivery and outcome stability.

This role suits someone who has built a customer delivery function before, who's comfortable driving outcomes through commitments and process design rather than org-chart power, who can be honest with the business when it's prioritising internal convenience over customer outcome, and who wants real ownership in a growing software business.

Key Responsibilities

Customer Delivery Outcomes

• Own end-to-end customer delivery outcomes for iVector across new and existing customers

• Set and hold standards on key measures -  on-time/on-scope delivery, escalation reduction, NPS uplift, and post-project CSAT

• Hold the business to account on delivery commitments

New Customer Implementations

• Lead new customer implementations from kick-off through go-live - scope, plan, milestones, steering and external communications

• Define and run our implementation methodology 

• Coordinate cross-functional resource and secure delivery commitments from each function

Existing Customers & Change Requests

• Own triage and routing for customer requests (excluding technical support)

• Plan and oversee delivery of approved change requests, own the customer-facing communications

• Create processes for customer requests that don’t fit the high volume support or development tracks (e.g. training, knowledge base, project ideas, problem areas)

• Increase visibility and decrease the need for for customers to chase

Cross-functional Processes

• Build and run the operating engine that keeps customer delivery on track. Provide visibility, priority calls and status reporting, internally and externally

• Secure commitments from Dev, Product, Ops, Engineering and Support; track and escalate variance

• Where process is missing or weak, design it with the function and operationalise

Scope, Commercials & Discipline

• Box scope upfront; push back on vague briefs; flag commercial risk early before it becomes a retrospective ask

• Partner with Account Management on customer-facing commercial conversations

• Own incident reports - produce, circulate, drive corrective action

Strategy & Leadership Team

• Represent customer outcomes at the leadership team; challenge internal-convenience-first thinking

• Partner with the CCO on commercial priorities and the CEO on strategic direction

• Build the function - recruit or contract with PMs and CSMs to increase capacity as demand grows

Our Values

• Candour

• Follow through

• Creative agility

• Positive energy

• Team player

Key Benefits of working at intuitive

• 25 days annual leave entitlement rising to 27 after two years, plus bank holidays

• Free access to gym and gym classes on-site

• Private medical insurance, incl Virtual GP, mental health support, Working Body physio and more

• Company pension scheme

• Access to Perkbox - discounts on days out, gyms, restaurants, retail, plus Employee Assistance Programme and freebies

• Flexible working hours

• Hybrid office/remote working environment - dependent on  business requirements - currently 2 days in the office expected

• Cafe on-site

• Selection of fresh fruit available daily, with "beer o'clock" once a week

• Access to any training resources e.g. Pluralsight, books

• Season ticket loan (interest free, paid over 12 months)

• Opportunity to buy or sell up to 5 days’ holiday 

• Leave on demand days (up to 3 days a year out of holiday entitlement – must be taken in single days)

• Recommend a friend (£500 per successful referral, paid after completion of probation)

• Access to the Cycle to Work scheme

• Regular social events

(NB. With the exception of annual leave, all benefits are non-contractual and subject to change at any time)