Head of Enterprise CS

Feefo helps both consumers and businesses make the right decisions.  

Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.  

We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.  

We are proud to work with companies, large and small, from household names to local heroes.  

To learn more visit: www.feefo.com, LinkedIn, and Twitter. 

About the role

Reporting into our Chief Operating Officer we are seeking a strategic, results-driven Head of Enterprise CS to lead our Enterprise Customer Success function. You will be responsible for setting the strategic vision for our highest-value accounts, driving gross and net retention, and unlocking expansion revenue across Feefo’s enterprise portfolio. You will oversee the execution of Enterprise account strategies across key sectors, partner closely with Senior Leadership and Sales to capture market share, and lead a high-performing team dedicated to delivering exceptional value to our most strategic customers.

What you'll do

• Partner with the broader Customer Success SLT in aligning and driving best and consistent operational practice across the organisation
• Lead &, mentor, and scale the Enterprise Customer Success team, building a high-performance culture aligned with Feefo's core values
• Own overall commercial performance for the Enterprise segment, driving gross retention, upsell, cross-sell, and Net Retention Rate (NRR) targets.
• Partner with Sales, Product, and Marketing leadership to align go to market strategies and influence the platform roadmap based on enterprise needs.
• Define account planning standards and leverage data-driven health metrics to maximise ROI, reduce churn risk, and improve operational efficiency.
• Advocate, track and measure the adoption of departmental tooling spanning CRM, customer engagement platforms (e.g. Hook.co) and AI toolkits
• Act as an escalation point for high-priority customer challenges, driving swift resolution while safeguarding customer trust and retention.
• Drive client stakeholder engagement at all levels and facilitate relationship building between Feefo’s executive team and our clients’ influential contacts

Experienced Preferred

• Customer Success / Account Management experience, with 3+ years in an Enterprise account team ideally within SaaS/ecommerce/MarTech market
• Proven track record of delivering against / owning revenue targets (NRR, Gross Retention, Upsell) for global or complex enterprise customer bases.
• Strong B2B or B2B2C experience
• Experience in strategic account planning, executive engagement, and driving software/product adoption across large stakeholder groups.
• Excellent executive presentation, verbal, and written communication skills in both business and technical contexts.
• Domain experience or network within Travel, Retail, or Automotive sectors