Head of IoT Customer Success

Who Are CSL?
• We are a leading international IoT service provider specialising in sectors including Fire, Security, Telecare, Critical
National Infrastructure, Retail and Water Utilities.
• We are a rapidly growing, private equity-backed company with operations in multiple countries, including the UK, Ireland,
the Nordics, Benelux, and Spain.
• We have completed 6 acquisitions in 6 years, each one adding further expertise and scale to our market-leading
propositions.
• Today, we have over 3 million IoT connections across the world.
• We now have over 200 employees within the Group – and this is growing all the time.
• Our high performing team of experts is renowned for delivering leading solutions and services, backed up by world-class
customer support across markets that demand nothing less than absolute certainty.
• Our products and solutions have won over 20 awards across a range of industries.
• Whether you’re looking for a new start or looking for a move into a company where you can make a difference, CSL could
be the platform you are looking for.

Who Are CSL Looking For?
As the Head of Customer Success, you will play a pivotal role in shaping and executing our sales support and customer engagement
strategy. You will develop and lead a team of IoT Sales Support Specialists focused on the CSL product portfolio, providing bestin-class sales support and customer onboarding. Additionally, you will oversee the Business Support team, managing functions
such as service provisioning, CMP management and pricing/tariffing, revenue/cost assurance, and commercial data analysis for
our estate of 3M+ customer connections.

Duties & Responsibilities:
This role will encompass a range of responsibilities including but not limited to:

Sales Support: Establish, develop and lead a high-performing team of IoT Sales Support Specialists who are experts in the CSL IoT
product portfolio, fostering a culture of collaboration, innovation, and continuous improvement.
• Deliver high quality sales support interfaces to external customers and internal IoT sales and Sales/Bus Dev functions.
• Provide strategic direction for best-in-class sales support, working closely with the sales functions across multiple
geographies to meet customer needs, providing guidance on best practices and usage to optimise customer experience.
• Proactively manage and grow key customer accounts, identifying opportunities for upselling or cross-selling by
collaborating with sales teams to expand customer relationships and drive revenue growth.
• Provide insights from customer interactions to inform product development and marketing efforts.
• Develop a deep understanding of our products/services to effectively communicate their value to customers.
• Oversee the creation of compelling sales support proposals, tools and presentations.
• Manage onboarding, trials and proof of concepts, ensuring success criteria are met with a seamless and successful
customer handover from sales into operations.
• Collaborate closely with IoT Technical Services to share expertise and deliver more specialist technical proposals, RFPs,
Statement of Works, solutions documents and customer solutions/projects.
• Engage with the development of pricing strategies and collaborate with the sales teams to qualify and prioritise
opportunities.
• Attend customer meetings and presentations, offering expertise and building relationships with key stakeholders.
• Represent the company at industry shows and events, showcasing our IoT solutions, engaging with potential customers,
partners, and industry stakeholders.
• Qualification of inbound customer opportunities/enquiries and collaboration with sales teams where required.
• Provide ongoing training and resources to keep the team informed about product advancements, technologies and
industry trends.

Business Support: Manage and provide strategic direction for the Business Support team, overseeing critical functions such as
service provisioning, tariffing, revenue/cost assurance, and commercial data analysis.
• Provisioning, management, and control of 3rd party supplier services, including onboarding of new MNOs and other
communication providers.
• Build/control and management of customer tariffs, overage and price plans.
• Building and maintain core product expertise, supporting customers where necessary.
• Understanding and documenting business process requirements, recommending areas to increase efficiency and
automation.
• Providing support and expertise for all CSL and Supplier management portals and provisioning systems
• Cost analysis and management for key supplier services and monthly tariff optimisation
• Revenue assurance activities ensuring supplier costs are managed in line with customer revenues.
• Providing and presenting commercial reporting, statistics and metrics to key customers and stakeholders
• Troubleshooting process/system/customer issues where necessary and liaising with billing/product teams to effect
resolution.

Key Skills & Qualifications Sought:
• University education in business and/or equivalent experience.
• 5+ years of proven experience in customer success, account management, or a related role. Experience of the IoT
marketplace would be beneficial.
• Commercially minded with proven ability to analyse/articulate and provide presentations to senior stakeholders.
• Ability to thrive in a fast-paced entrepreneurial work environment. Must possess strong communication skills, a strong
work ethic, high energy, enthusiasm.
• Capability to innovate and ‘think out of the box’ to deliver products and solutions which meet customer requirements.
• Able to deliver to tight times scales and to quickly identify innovative, pragmatic, and cost-effective solutions to
process/product/customer issues.

The above should not be viewed as an exhaustive list of skills and/or qualifications but rather CSLs view on the ideal candidate. If
you feel you can meet three quarters of the requirements and learn the rest with support from CSL please apply now with an
indication of your salary expectations for the role.

CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual
orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy, or maternity