Customer Success Director

Employment Type: Permanent 

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

Location: Remote

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 scale up in the Video on Demand (VoD) industry focused on providing data and insights across Connected TV (CTV) and web stores. Our B2B SaaS analytics has been licensed by many of the big Global streamers and Hollywood studios. Our clients include VoD stores, Film/TV Studios and Broadcasters, such as Disney+, Warner Bros, Amazon Prime, ITVX and many more globally. We are about to go after a new untapped market and have the backing secured to do so.We are the first mover in this new category, so the opportunity is huge.

Our product is an innovative and unique SaaS analytics solution, presenting data captured by our own hardware and software. We analyse product positioning for any app, content and streaming service shown in the digital User Interface (UI) of connected devices.

Clients need visibility of their products to create promotions that drive their sales, views, customer acquisition and help reduce customer churn in the hyper competitive world of streaming services.We have established data labs in 21 countries to collect data and analyse insights on Film and TV placement.

We provide data for marketers to get full visibility on the correlation between promotions, sales spikes, ROI on promotions and insights they can use to plan strategies and tactics which improve their overall ROI.With a dynamic culture that celebrates group and individual success, we have lean teams of super-smart, hard-working colleagues who collaborate closely to produce a valuable service for an industry about which we are all passionate.

We work with some of the biggest, most dynamic technology and media companies in the world; we love working with them and we love pushing ourselves to provide greater solutions and customer experiences for them.

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.