Head of Client Success ESG
Description
Job title: Head of Client Success ESG Platforms
Job type: Full time, Permanent
Location: London or Amsterdam
HEAD OF CLIENT SUCCESS ESG PLATFORMS
About Company:
Holtara (A subsidiary of APEX) is at the forefront of developing successful ESG programs, combining expert advice with our award-winning platform. For over 15 years, we have been empowering investors, managers, and companies to leave a lasting legacy they can be truly proud of. Backed by the global Apex Group, Holtara offers a unique blend of advisory and technology services across the investment lifecycle, aiming to impact businesses today for a sustainable tomorrow.
The Role :
Are you a driven individual ready to use your career to make a global impact? If you've been searching for the chance to be part of a purpose-led organization, supported by a renowned corporate firm, look no further.
Are you a driven individual ready to use your career to make a global impact? If you've been searching for the chance to be part of a purpose-led organization, supported by a renowned corporate firm, look no further.
Holtara's rapidly expanding Environmental, Social, and Governance (ESG) team is looking for a visionary leader to build up and guide our Client Success and Client Support teams. Our mission is to “positively impacting business today, for a sustainable tomorrow”, and yours will be to drive impactful environmental and societal change through our expanding clientele by utilizing our cutting-edge ESG platforms.
As Holtara's Head of Client Success for ESG Platforms, you will lead a premier client success team of 25 FTEs to implement sustainable practices across our client base, as well as shaping the client success strategy to maximize satisfaction, product adoption, and growth. Ideal candidates will bring experience in leading high-performing client-facing teams, preferably within a B2B SaaS context, and demonstrate a history of fostering client loyalty
Tasks & Responsibilities:
- Content Leadership: Develop and refine our client success strategy, ensuring alignment with our company's strategic goals. Engage directly with clients, stay close to the ground to maintain a deep understanding of the client’s experience and team operations.
- Revenue Growth: Work alongside the sales team to identify opportunities for expanding the client base. Design and execute strategies for upselling and cross-selling, directly contributing to contract renewals and overall revenue growth.
- Team Development: Guide the Client Success team's growth, offering guidance on skills development, as well as mentorship and career development.
- Client Lifecycle Management: Oversee the entire client journey from onboarding to renewal. Implement standardized practices to maximize value for clients and minimize churn, leveraging firsthand client interactions to continually enhance these processes.
- Performance Metrics: Establish key performance indicators (KPIs) for the team. Use data-driven insights to inform strategic decisions and showcase team achievements, including personal contributions to client success.
- Process Optimization: Continuously assess and improve client success processes and tools to ensure they are scalable and effective. Take an active role in refining onboarding and other critical workflows.
- Cross-functional Collaboration: Serve as a key liaison between client success and other departments, including Delivery, Advisory and Finance. Consolidate client feedback to the Product team and participate in the definition of our product roadmap.
Skills & Experience:
- 7+ years of experience in client success leadership roles, with direct accountability for essential client success metrics.
- Proven success in leading Client Success teams within a dynamic SaaS environment, driving substantial growth.
- Experience in managing remote teams across diverse cultural backgrounds, including the US, Europe, Asia, and Africa, emphasizing inclusivity and adaptability.
- Solid understanding of the ESG landscape and SaaS business models is a big plus. Data-driven approach, leveraging metrics to inform business decisions and enhance client success outcomes.
- Demonstrated capability to establish trust and build rapport with both internal teams and external clients.
- Outstanding leadership and communication skills, able to inspire and motivate teams effectively.
- Strategic thinking ability, with a knack for translating data insights into actionable growth strategies.
- Proficiency in both written and verbal communication in English is essential, additional language like Dutch is a big advantage