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- Tasks: Lead the Customer Success team and oversee the entire post-sale lifecycle.
- Company: Join a top UK SaaS provider focused on healthcare, known for its customer-first approach.
- Benefits: Enjoy a competitive salary, annual bonus, and hybrid working options.
- Why this job: Shape a critical function in a rapidly growing company with a strong emphasis on customer satisfaction.
- Qualifications: 5+ years in Customer Success or related fields, with strong leadership and analytical skills.
- Other info: High application volumes; if not contacted within 7 days, consider your application unsuccessful.
The predicted salary is between 70000 - 84000 £ per year.
Location: Guildford, Surrey - Hybrid
Salary: £70k base + 20% Annual Bonus
This market-leading SaaS provider is scaling rapidly and investing in a world-class customer experience. They are now looking for a dynamic Head of Customer Success to lead its growing post-sales function.
This is a high-impact, strategic role where you will align cross-functional revenue teams, champion customer outcomes, and play a pivotal role in scaling the business to the next stage of growth.
Why Join?
- Join one of the UK’s most trusted SaaS providers for the healthcare sector.
- Lead a high-performing team focused on customer retention, satisfaction, and revenue expansion.
- Help shape and scale a critical function in a business with a strong customer-first ethos.
- Work closely with Sales, Product, and Operations to ensure alignment and exceptional customer outcomes.
The Role
As Head of Customer Success, you will lead PCS’s customer success strategy and operations. You will oversee the full post-sale lifecycle - from onboarding through to renewal and expansion. This is a cross-functional leadership role focused on retention, operational excellence, and customer-led growth. You will build scalable processes, leverage data for continuous improvement, and act as a strategic partner to both clients and internal stakeholders.
Key Responsibilities:
- Customer Strategy & Leadership: Lead and develop a high-performing Customer Success team, fostering a culture of ownership, accountability, and customer-first thinking.
- Revenue Optimisation: Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by identifying expansion opportunities, managing risk, and supporting upsell/cross-sell initiatives.
- Customer Engagement & Relationship Management: Oversee onboarding and adoption processes, ensuring smooth handovers from Sales.
- Operational Excellence & Process Optimisation: Refine and optimise the end-to-end customer journey through automation and scalable processes.
- Data & Insights: Leverage CRM and Customer Success platforms (e.g. HubSpot, Gainsight, ChurnZero) to deliver real-time visibility into customer performance.
What Does Success Look Like? You successfully align customer success with business goals, reduce churn, improve expansion revenue, and deliver a customer experience that drives advocacy, satisfaction, and long-term retention.
Who We’re Looking For:
- 5+ years’ experience in Customer Success, Account Management, or Customer Operations within SaaS.
- Proven track record managing large, diverse customer bases - including SMBs and enterprise accounts.
- Deep understanding of SaaS KPIs and customer lifecycle metrics.
- Strong leadership skills and experience managing cross-functional / growing teams.
- Highly analytical and data-driven, with proficiency in CRM, CS tools, and BI platforms (e.g. HubSpot, Gainsight, Power BI, Tableau).
- Excellent stakeholder engagement and communication skills.
Note: Due to high application volumes, if you have not been contacted within 7 days, please assume your application was unsuccessful.
Head of Customer Success employer: CD Recruitment
Contact Detail:
CD Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarise yourself with the latest trends in Customer Success within the SaaS industry. Understanding current best practices and emerging technologies will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the Customer Success field, especially those who work in SaaS. Attend relevant webinars or local meetups to build connections and gain insights that could be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs related to Customer Success, such as Net Revenue Retention and Gross Revenue Retention. Being able to articulate how you've impacted these metrics in previous roles will set you apart.
✨Tip Number 4
Research StudySmarter's approach to customer success and be ready to share ideas on how you can contribute to enhancing their customer experience. Tailoring your insights to our company will show your genuine interest in the role.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, Account Management, or Customer Operations within SaaS. Emphasise your leadership skills and any achievements related to customer retention and revenue optimisation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the SaaS industry. Mention specific examples of how you've driven customer engagement and operational excellence in previous roles.
Highlight Relevant Skills: In your application, clearly outline your analytical skills and proficiency with CRM and Customer Success tools like HubSpot and Gainsight. This will demonstrate your capability to leverage data for continuous improvement.
Showcase Leadership Experience: Detail your experience in leading teams and managing cross-functional projects. Provide examples of how you've fostered a customer-first culture and aligned customer success strategies with business goals.
How to prepare for a job interview at CD Recruitment
✨Showcase Your Leadership Skills
As a Head of Customer Success, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on fostering a culture of accountability and customer-first thinking.
✨Understand SaaS Metrics
Familiarise yourself with key SaaS metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). Be ready to discuss how you have used these metrics to drive customer success and business growth in previous roles.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with Sales, Product, and Operations. Think of specific instances where you've successfully collaborated across departments to achieve customer outcomes and be prepared to share those stories.
✨Leverage Data-Driven Insights
Highlight your analytical skills by discussing how you've used data from CRM and Customer Success platforms to improve customer experiences. Be ready to explain how you can apply these insights to enhance the customer journey in this new role.
