WARC - Head of Customer Success, Americas

Salary Range: $90,000-$100,000

We're looking for a Head of Customer Success to join our team in New York as part of our Client Services function.

Your Role: You will play a pivotal role in leading and shaping our customer success strategy for the region. This is an exciting opportunity for you to take on a leadership position, overseeing a team of 3 dedicated Customer Success Managers. You will be based in our New York office and will be responsible for driving customer satisfaction, retention, and expansion initiatives in the Americas.

Key Responsibilities:

• Build and lead a high-performing Customer Success team, providing guidance, mentorship, and support to ensure individual and team success.
• Foster a collaborative and customer-centric culture within the team, emphasizing the importance of proactive customer engagement and advocacy.
• Develop and execute regional customer success strategies to drive customer satisfaction, retention, and expansion.
• Work closely with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.
• Collaborate with Sales, Marketing, and Product teams to align customer success initiatives with overall business objective
• Serve as a key liaison between customers and internal teams to relay valuable feedback and contribute to product enhancement
• Identify opportunities to turn satisfied customers into advocates, driving positive reviews, testimonials, and referrals.
• Establish and maintain strong relationships with key customer stakeholders.
• Define and track key performance indicators (KPIs) to measure and report on the success of customer success initiatives.
• Utilize data-driven insights to continuously improve and optimize customer success strategies.
• Responsible for the customer success management of key Americas accounts, including senior stakeholder management

Your Experience

• Strong experience in Customer Success, with a proven track record of managing and retaining enterprise-level customers
• Demonstrated leadership experience, preferably in a small to mid-sized company
• Strong understanding of marketing intelligence platforms or related industries
• Excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment

If you don't meet every single requirement, we'd still encourage you to apply. At WARC, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we?

WARC is the global authority on marketing effectiveness. We provide rigorous and unbiased evidence, expertise and guidance to help marketers navigate any challenges effectively.

WARC operates out of London, New York, São Paulo and Singapore to service a community of over 75,000 marketers in more than 1,200 companies in 100+ markets. Find out more at warc.com.

WARC is part of Ascential plc. Ascential takes the world's leading brands to the heart of what's next for their industries. We do this through our events, intelligence products and advisory services. Our 700 people serve a global customer base from more than 100 countries in the large and growing Marketing and Financial Technology sectors. Ascential plc is listed on London Stock Exchange.

Why Choose Us?

Two divisions. Three continents. One great culture.

We strive for the highest standards in everything we do. But that's not just for our customers. We want working for Ascential to be the best career move you've ever made.

Ascential is a people-powered company, and we're committed to supporting each and every one of them. We publish an annual Diversity, Equity and Inclusion Report that sets out our goals, commitments and progress so far. We invest in Employee Groups, empowering them to run educational events, support charities that they're passionate about, and share experiences with colleagues. These groups include Able to Thrive, Ascential Pride, Black in Business and Empower Women's Network. And our inclusive recruitment practices and early talent programmes help us to bring curious, passionate people from every walk of life into our team.

We're committed to ensuring that the impact of our business on our environment - and the communities we operate in - is a positive one. That means making sure that each event we run is the most sustainable it's ever been. We also default all of our pension plans to ESG options, so that our people's savings are invested in ways that help rather than hinder our planet.

Helping people to connect and drive progress isn't a business-only goal. We know that the world is a better place when we all lead with heart, supporting charitable causes that make a difference. We provide opportunities to give back through Volunteer Days, our Employee Groups and our charity partner, The Prince's Trust.

We value output, not hours. Most of our roles ask for 1-2 days a week in your nearest office. But if that's not possible for you, let's talk. Flexible work conversations are actively encouraged here, and always will be.

Only you know what's most important to you. That's why we offer benefits packages that you can tailor to your needs. These include:

• 15 days of holiday per year and an extra day for each year of service up to 20 days
• 401K - Saving Incentive plan
• Life Assurance and Disability insurance as well as Medical and Dental Insurance plans
• Flexible Spending Accounts
• Employee assistance programme, Vision benefits, Volunteering and Commuter benefits
• Option to opt into the Ascential Shares Scheme
• Great learning and development opportunities

We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.

If we inspire you, why not join and inspire us? Find out more

Ascential anticipates in good faith that the position shall be compensated at a base salary no lower than the posted minimum and no higher than the posted maximum. Each candidate's actual salary will be a function of the candidate's qualifications, the locally competitive market rate and will be consistent with Ascential's i