Education changes lives forever. It broadens horizons, breaks down barriers, and fires imaginations. Like the University of Oxford of which we are a part, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our mission. It is why 100% of the money we make is reinvested into education and research. It is why we all care deeply about reaching more people, in more places, with world-class learning and research materials and services.

Oxford Languages, a department of Oxford University Press, is the world’s leading dictionary publisher as well as being at the forefront of language technology innovations. Oxford Languages delivers a range of language data products and services in over 50 languages, including bespoke lexical datasets, self-service APIs, and our flagship Oxford English Dictionary (OED).

Our partnerships with leading academic institutions, enterprising start-ups, and technology giants have embedded this content at the cutting-edge of language research and global communications. Oxford Languages content powers assistive technology products, word games, and “back-end” (non-display) purposes such as Natural Language Processing (NLP) and machine learning.

About the Role

We are seeking an experienced and passionate Head of Customer Success to lead our customer success team and drive customer satisfaction and retention for our licensing customers. This role will be responsible for providing direct impact on revenue retention by owning the post-sales customer experience, driving adoption and value realisation for our customer base. The ideal candidate will have a proven track record of managing high-performing teams, developing and executing customer success strategies, and driving customer engagement and loyalty. This role supports the delivery of Oxford Languages’ revenue goals and strategic objectives, as well as positioning Oxford Languages as a major player in the language data market.

Duties will include:

• Developing and execute a customer success strategy that drives customer engagement and retention
• Building and maintain a high-performing customer success team, providing coaching, mentoring, and performance feedback to ensure team success
• Collaborating with cross-functional teams, including Sales, Marketing, Product, and Data to ensure a seamless customer experience
• Defining and track key customer success metrics to measure team performance and customer satisfaction
• Identifying opportunities to improve the customer experience and increase customer satisfaction, working closely with Product and Data teams to prioritize and implement changes. Act as the bridge to Product team by providing customer feedback to support product roadmaps, as well as communicating and promoting product development to customers
• Developing and maintain strong relationships with key customer stakeholders, serving as a trusted advisor and advocate for their needs
• Collaborating closely with the Sales team to develop and oversee an ongoing account review process so customer relationships are supported at the appropriate level. In conjunction with the Sales team, lead and facilitate regular customer check-ins and business reviews to ensure customer satisfaction and identify upsell/ cross-sell opportunities
• Creating and maintain customer success playbooks and best practices to enable the team to scale effectively. Professionalize and embed workflows and processes. Promote the use of customer relationship management (CRM) platforms
• Continuously monitor customer feedback and sentiment, and proactively address and issues or concerns. Ensure that customer needs are meet in a timely, professional, and efficient manner

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

You will have:

• Strong leadership skills, with the ability to inspire and motivate a team to achieve their goals
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Analytical and data-driven, with the ability to define and track key metrics and use data to inform decision-making
• Proven ability to develop and execute customer success strategies that drive engagement and retention
• Experience working in IP rights licensing, SaaS, or technology company is desirable. Working experience and/or subject-matter-expertise in language services considered a plus
• Passion for customer success and strong customer-centric mindset

Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

This role comes with the added benefit of private medical insurance and a discretionary annual management bonus.

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role. 

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.