Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Head of CRM overseeing and optimizing HubSpot as the central revenue system at Elliptic. Bridging the gap between technical infrastructure and commercial strategy to drive growth.
Responsibilities
- Own HubSpot CRM as our central revenue system while serving as a strategic partner to sales and customer success leadership.
- Support scaling journey through continuous assessment of GTM Tech stack design and optimisations;
- Ensure the architecture for the HubSpot CRM (Sales, Service, Operations Hubs) supports our future growth;
- Execute CRM roadmap in partnership with Revenue Systems Engineer (you own config, they build);
- Ensure Governance through designing permissions, security, and system performance and ensure organisational compliance through systems documentation, ensuring CRM architecture is fit for ISO certifications;
- Troubleshoot issues and provide L2 support to revenue teams and operations associates;
- Monitor system health, implement best practices, optimize for scalability
- Establish and maintain data quality standards across CRM, working with Marketing and RevOps associates to maintain high quality and process execution;
- Support Business Analyst to understand conversion drivers throughout customer lifecycle funnel, support the Head of RevOps and Director of CS with execution of recommendations;
- Work closely with Revenue Systems Engineer and AI Automations team members to build improved workflows and processes.
Requirements
- 5+ years administrating a CRM in a RevOps or CRM Architect role
- Strong analytical skills and understand how we can tell stories with data
- Ability to bridge technical and business stakeholders, a blend of systems thinking with commercial acumen.
- Familiarity with our Key GTM systems - Hubspot, N8N and Clay
- An understanding of the future of CRM utilising GenAI
- Proven experiencing scaling in SaaS or high growth start ups.
- An interest in crypto
Benefits
- Hybrid working and the option to work from almost anywhere for up to 90 days per year
- £500 Remote working budget to set up your home office space
- $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development
- Holidays: 25 days of annual leave + bank holidays
- An extra day for your birthday
- Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave.
- Private Health Insurance - we use Vitality!
- Full access to Spill Mental Health Support
- Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries
- £100 cryptocurrency for you!
- Cycle to Work Scheme
Job title
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