Head of Customer Success

Disguise sits at the heart of the most inspiring live and virtual experiences in the world, leading the market in building a software and hardware solution that designs, sequences and controls the most spectacular productions across film and TV, broadcast, live and corporate events.

Head of Customer Success 

Based in: London, UK

Why we’re here:

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.  We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches.

Disguise’s Emmy award-winning ecosystem of software and hardware is revolutionising every sector of the entertainment industry. With visual experience software, seamless end-to-end workflows, proven premium hardware and a Cloud suite of applications for global collaboration, we empower the biggest real-time, 3D productions around. 

Disguise services offer a 24/7 global support system to meet any customer need ranging from essential technical service and online learning all the way to end-to-end creative and technical services from our creative and build team. Working with Disney, Snapchat, Netflix, ESPN, U2 at the Sphere, the Burj Khalifa, U2 and Beyonce, Disguise is the number one partner delivering the next dimension of entertainment.

The Role:

The Head of Customer Success is a customer evangelist, ensuring that Disguise maintains a customer-centric focus across all business functions. They report to the Vice President of Customer Engagement and is also a member of Disguise’s Customer Excellence global leadership team.  

Our vision is that Disguise will become synonymous with amazing customer care and that we are constantly and consistently driving value for customers. The Head of Customer Success will manage the team of Customer Success Managers globally,  to help us to achieve this vision. They will manage the team in a way that combines the customers’ goals with Disguise’s business objectives, creating more value for the organisation whilst fostering loyalty and advocacy amongst customers. They are responsible for ensuring that the voice of our customers is represented internally and that Disguise is equally well represented externally. 

The Head of Customer Success will be focused on understanding customer needs, managing escalations when Disguise is not meeting these needs and constantly striving for improved standards across the team and company. They must be confident in all types of clients, from high-profile Tier 1 brands to influential end-users and freelancers. They will follow Disguise's  processes, and address issues both internally and externally to ensure customer success, satisfaction, advocacy, and repeat business.

The successful candidate will be a confident self-starter with a customer-centric attitude, strong leadership abilities, and excellent communication skills. They will have experience working in the Entertainment sector to ensure credibility with our important influencer community.   They will be a key figurehead for Disguise with our customers, with a particular emphasis and hands-on approach with the influencer community, to ensure that Disguise achieves, if not exceeds our customer expectations. They display calmness under pressure and have a solutions-oriented approach to working with customers, influencers and partners.   

Additionally, they will collaborate with Marketing, Training, and other internal stakeholders to help to build and activate tools and platforms aimed at engaging the customer community. This may include oversight of a Community Manager to help facilitate and moderate customer conversations and engagement across Disguise digital platforms.

Key activities and responsibilities include: 

• Managing a team of Customer Success Managers, globally.
• Oversight of all Customer Community related activities and initiatives, including grassroots events, roundtable discussions and beta product testing forums.
• Focusing themselves and their team on adding meaningful value with every customer engagement; delivering and communicating ROI throughout the customer lifecycle.
• Delivering an outstanding customer onboarding experience to create immediate customer stickiness.
• Managing a holistic view of our customer relationships across various qualitative and quantitative Disguise data sources
• Drives the strategy around Signature Customer accounts ensuring we are growing and retaining our key relationships.
• Is responsible for the broader influencer community, with an emphasis on live events, ensuring they remain engaged and enthusiastic about Disguise.
• Oversight of the Community engagement tools, including playing a lead role in developing a new digital community platform and helping manage the team responsible for optimising its’ value.
• Ensures the effective use of account reviews and/or quarterly business reviews for both internal and external benefit.
• Increases Disguise product and services adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Works collaboratively across Disguise divisions (e.g. Product, Engineering, Support, Solutions and Services) to translate customer feedback, needs and industry trends into actionable ideas for Disguise to improve our business strategies, product roadmaps and service offerings.
• Supports marketing in developing relevant marketing collateral and customer case studies
• Helps develop the longer-term strategy and annual operating plans for the Customer Excellence team, ensuring its alignment with the broader corporate vision
• Track Customer Success team performance against determined metrics, analyzing data to identify trends and areas for improvement. 
• Cultivate a high performance team culture, while also encouraging ongoing team member upskilling, cross-skilling and continuous personal improvement

Essential Skills:

• 8+ years of experience in the Entertainment, Live Events, Immersive Experience, Broadcast, or related industries, in functions such as customer success, customer support, operations or related fields
• Comfortable being hands on with customers and/or team members as required to ensure a high standard of experience.
• Experience in working with complex, multi-divisional, multi-geographical customers. Flexibility is critical due to the company’s round-the-clock operations.
• Impressive executive presence and communication abilities.
• Excellent presentation and conflict resolution skills.
• Skilled in client interactions, with the ability to guide clients toward Disguise recommendations.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience working with cross-functional teams (e.g. Product, Marketing, Training, Support, Solutions & Services).
• Exceptional time management, organisational, and analytical skills. Able to work quickly, meticulously, and reliably to manage creative projects to successful completion, on time and within budget.
• A collaborative team player who can work independently and take initiative. Able to align teams and team members around common goals.
• Willingness and ability to travel to international destinations.

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment. 

Don’t Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere. 

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency. 
• Evolutionary. We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
• Resilience. We don’t give up until we find the right solution, even if it means going outside our remit.
• Belong.  We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies -  including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring