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Head of Customer Success - ICIS - London

Customer Services - Support & Training
Reed Business Information
REE00BFL Requisition #


Head of Customer Success is responsible for providing proactive and progressive leadership on customer initiatives which underpin our growth ambitions at ICIS.  As well as leading an experienced team of Client Success professionals, the successful candidate will lead the change in supporting our customer journeys to become digitally native, the adoption of decision tools and content consumption maximising customer value at the point of use. This will drive a significant contribution to the adoption and consumption of our digital offerings through increased customer satisfaction, engagement, mission impact, loyalty, innovation and revenue.

Customer Experience is critical to our long-term profitability, creating a trusted brand and differentiation in the market. ICIS and RBA will not be successful unless our customers are receiving and recognising differentiated value from our products and services at the point of use. As such, we need a senior executive to lead our customer success program, delivering a world-class customer experience.

This role is responsible for all Customer Success activities (e.g. on-boarding, product usage support and training, general support services, adoption, advocacy, retention, etc.) and supporting sales with targeted outcomes (e.g., renewals, up-sell, etc.).

Drive Customer Success Outcomes

Merchandise usage of our products and services to increase usage, renewal rates and reduce churn as well as expand our revenue in accounts through cross-sell and up-sell

Deliver customer value, and adoption and enhance usage to influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Strengthen our brand and drive new business growth through greater advocacy as seen in increased customer references and our Net Promoter and Product Success Scores

Establish executive relationships in assigned accounts and serve as the senior escalation point

Define and Optimise Customer Experience

Takes a leadership role in supporting our customers and the business in fully transitioning to digital workflows and tools

Define segmentation of customer base and varying strategies to ensure usage and engagement in our digital platforms across all geographies, personas and tiers

Identify opportunities for continuous improvement, resource allocation and customer support based on touchpoint, account and lifecycle mapping

Leads on and promotes a customer centric “Customer First” culture throughout ICIS, brings customer intelligence into the business and holds themselves accountable for the actions taken as a result

Identifies opportunities for improvements in customer experiences and ancillary sales; serves as a tireless advocate on behalf of the customer

Work with sales and marketing to plan, manage and deliver agreed customer journeys : Onboarding, Training, renewals, issue escalation and resolution and advocacy programmes


Measure Effectiveness of Customer Success

Define operational metrics for team

Establish system for tracking metrics

Create cadence for review within team

Expose subset of metrics to executive team, company and board

Support sales with targeted account plans, using a mix of digital and human touchpoints as appropriate

Lead World-Class Customer Success Team

Recruit experienced leaders for each functional role

Attract high potential individual contributors into team

Create rapid and effective onboarding process for new team members

Foster collaboration within team and across Client lifecycle

Develop and manage talent to the highest potential

Encourage continuous learning within team

Enhance Effectiveness and Efficiency through Technology

Working with Technical Front End Support Director to plan account approaches using supporting technology:

Reference and advocacy solutions (i.e. NPS/Qualtrix)

Analytical decision making tools (i.e.Tableau)

Customer Success Management platform (i.e. SalesForce/Nom Nom/Eloqua)


Inspire Customer Success across ICIS

Create company-wide culture of Customer Centricity and Success

Coordinate with Marketing around marketing and customer communications

Communicate with Product around driving product roadmap, innovation, product enhancements and feedback

Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

Partner with Technical Front End support to optimise user journeys and client satisfaction

Liaise with Finance around measurement, forecasting and other management reporting

Align with Executive Team around key metrics and objectives to support vision and strategic goals

Work with Customer Analytics to create and maintain company-wide Customer feedback loop


Required Experience/Skills:

Extensive experience in leading Client-facing organisations

Experience in changing customer behaviours and increasing digital user journeys an advantage

Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and Client Success experience

Deep understanding of value drivers in recurring revenue business mode

Experience in remote leadership

Analytical and process-oriented mindset

Excellent communication and presentation skills

About Reed Business Information 

Reed Business Information (RBI) provides information, analytics and data to business professionals worldwide. Our strong global products and services hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day.  RBI is part of RELX Group plc, a world-leading provider of information solutions for professional customers across industries.


RBI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

RBI General Benefits Package:

RBI pays competitive salaries and has a comprehensive set of benefits. 






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