Global Head of Customer Success

Janes delivers the world’s most complete collection of open-source defence and security intelligence. With a global team of expert analysts, Janes has been a trusted source of data and analysis for militaries, governments, and defence manufacturers for over 125 years.

Accessible via high- and low-side environments, Janes OSINT data asset links equipment, military capabilities and orders of battle, events, countries, companies, and markets. Using Janes our customers gain access to unrivalled, actionable open-source intelligence for decision advantage.

Janes are looking for a Global Head of Customer Success to play a pivotal role in shaping and executing our customer success strategy and ensuring high quality delivery. Leading a global team you will champion customer success initiatives, drive adoption and ensure the success and satisfaction of our valued customers.  You will drive customer success to be seen as Trusted Advisor by ensuring the customer is the focal point and driver of what we do. 

What we are striving for: 

• High customer satisfaction and customer advocacy  

• Increased adoption of the Janes products and retention of clients 

• Proactive engagement through; 

• Data driven insights 

• Personalised communication 

• Issue prevention and retention of clients 

• Seamless delivery 

• Ensure that customers feel supported from day 1 

• Deep customer understanding 

• Ongoing training 

• Review and enhancement of our tools and technologies for delivery. 

The Global Head of Customer Success is responsible for leading the Global Customer Success Management (CSM) team to ensure excellent delivery of Janes products post-sales, maximizing customer value, and reducing churn. Key responsibilities include:   

• Customer Success Strategy- Drive best practices in customer success to optimize knowledge transfer and engagement with Janes content and data.   
• Customer Engagement- Build and maintain an engaged user community, addressing client workflows, feedback, and training needs.   
• Risk Mitigation- Proactively identify and address risks to ensure client satisfaction and retention.   
• Collaboration with Sales- Partner with the Sales team to identify and pursue upsell opportunities.   
• Community Development- Develop strategies for user engagement, including case studies, scenario modelling, and client success stories.   
• Stakeholder Coordination- Collaborate with internal and external stakeholders on product development, testing, and engagement initiatives.   
• Metrics and Tools- Report on performance metrics and fully leverage tools like Asana and Salesforce.   
• Team Leadership- Manage team performance through regular reviews, coaching, mentoring, and recruitment.   
• Process Optimization- Enhance systems and processes to address roadblocks and drive operational efficiency.   
• Cost Management- Ensure cost-effective operations with a focus on ROI.   

This role combines strategic leadership, operational management, and cross-functional collaboration to enhance customer success and drive business growth.

The ideal skills and experience for this role are:- 

• Significant experience with leading a Customer Success Management role 

• Considerable experience in a data service provider and/or within the Aerospace and defence military sectors (preferable) 

• Proven track record in People Leadership and managing performance 

• Previous experience of building a delivery model within Customer Success function 

• Excellent communication and presentation skills both virtually and in person 

• Experience of leading through changing environments 

• Proven administrative skills 

• Former Military/Government experience (preferable) 

• Experience of balancing ‘hard line’ and ‘soft line’ reporting 

• IT experience/competency working with online toolsets 

• 27 days of annual leave   

• Healthy half (0.5 day leave every 6 months for wellbeing)   

• Leave- study/ volunteer/ reserve forces 

• Pension plan (6% employer contribution)  

• Private medical insurance – Vitality 

• Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)   

• Paternity (100% of basic salary for 6 weeks)  

• Life cover   

• In-office gym 

• Learning and Development- GoodHabitz access