Job Description

About BeyonkBeyonk provides modern and intuitive ticketing software for the tourism, leisure, and entertainment industries. Our mission is to create the leading technology platform with visitor-centric ticketingxe2x84xa2 that makes it effortless for people to connect with unforgettable experiences. From wildlife parks and historic houses to museums, festivals, and rally driving adventures, we partner with an exciting and diverse range of clients.Renowned for delivering the ultimate visitor experience, Beyonk eliminates administrative burdens and offers innovative tools to automate repeat visits. Since our founding in 2019, weve raised $10M in funding, facilitated over $100M in annual ticket sales, and earned the trust of more than 1,000 visitor attractions. With exceptional reviews on platforms like Capterra (4.8) and Glassdoor (4.7), were proud of our dedication to quality and continuous improvement.As an ambitious, fast-growing, and results-driven company, Beyonk is scaling its proven model to expand market share in the UK and US. Were seeking a Head of Customer Success who is passionate about delivering best-in-class customer experiences while leading a high-performing team.About the RoleWe are looking for a highly organized, analytical, and strategic Head of Customer Success to oversee our global customer success team. Managing a team of five across the UK and US, you will ensure our 1,000+ clientsxe2x80x94who collectively process $100M in annual ticket salesxe2x80x94receive exceptional support and guidance to drive retention, growth, and satisfaction.This role is integral to maintaining our 5-star rating on Capterra, ensuring our Net Revenue Retention (NRR) stays above 100%, and driving our Net Promoter Score (NPS) towards 80. You will handle client escalations, optimize team performance, and drive data-led improvements to enhance customer experience.Key Responsibilities

• Implement Best Practice tools, process and structure for customer support and success to Beyonk
• Team Leadership: Manage, mentor, and develop a global customer success team, fostering a high-performance, customer-first culture.
• Client Retention & Satisfaction: Ensure continued high levels of customer satisfaction by maintaining NRR above 100% and achieving an NPS of 80.
• Customer Advocacy: Own and improve the customer journey, developing best practices for onboarding, support, and account management.
• Escalation Management: Act as the key point of contact for high-value client escalations, ensuring quick and effective resolutions.
• Process & Metrics Optimization: Utilize data-driven insights to improve team efficiency, customer interactions, and service delivery.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, and Product teams to ensure seamless customer experiences and feedback loops.
• Technology & Automation: Leverage tools like HubSpot and data analytics to streamline customer success workflows and reporting.
• Client Expansion & Upselling: Identify opportunities to expand existing accounts by introducing new features and services.
• Office & Availability Requirements: Maintain office presence minimum 2 days per week and coordinate/participate in weekend coverage rotations to ensure consistent client support.

What Were Looking For

• Proven experience in customer success, account management, or customer support leadership roles.
• Strong leadership skills with a track record of building and scaling high-performance customer support and success teams from the ground up.
• Experience implementing KPIs, performance management, and steering a team to achieve results.
• Advanced data analysis capabilities, including spreadsheet skills and proficiency in data manipulation (VLOOKUP, data joining, pivot tables).
• Strategic mindset with demonstrated success in segmenting and tiering large customer bases to optimize service delivery and revenue potential.
• Experience handling client escalations with strong problem-solving and relationship management skills.
• Detail-oriented and highly organized, with the ability to juggle multiple priorities and maintain structured processes.
• Excellent communication skills, able to inspire both internal teams and external clients.
• Proven track record managing high-transaction-volume business models and implementing scalable support frameworks.
• Experience with SaaS companies and/or ticketing, leisure, or tourism industries is a plus.
• Familiarity with HubSpot, CRM systems, and analytics tools is highly desirable.
• Bonus: Experience working with transactional pay-as-you-go business models with no contracts.

Why Beyonk?

• Flexible Work: Work from anywhere and at any time with a results-driven approach.
• Competitive Compensation: Attractive salary and performance-based bonuses.
• Tech & Tools: Receive a MacBook Air and access to the latest software.
• Career Growth: Join the early stages of an exciting, high-growth business with massive career development opportunities.
• Team Offsites: Participate in company retreats at amazing locations.
• Collaborative Culture: Work with a talented, ambitious, and supportive team dedicated to making a difference.

Beyonk is an equal opportunity employer. We welcome applicants from all backgrounds, experiences, and perspectives. Our commitment to diversity, equity, and inclusion ensures that every team member can thrive.Interested? Apply now and join us in shaping the future of ticketing!

Beyonk