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For Companies At a Glance
- Tasks: Lead the Customer Success team and oversee the post-sale lifecycle.
- Company: Join a top UK SaaS provider focused on healthcare solutions.
- Benefits: Enjoy a competitive salary, annual bonus, and hybrid working options.
- Why this job: Shape a customer-first culture and drive impactful business growth.
- Qualifications: 5+ years in Customer Success or related fields with strong leadership skills.
- Other info: High application volumes; contact within 7 days if successful.
The predicted salary is between 42000 - 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'll 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’ll lead PCS’s customer success strategy and operations. You’ll 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’ll 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.
Locations
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 tools like HubSpot or Gainsight will help you speak confidently about how you can drive customer retention and satisfaction.
✨Tip Number 2
Network with professionals in the Customer Success field, especially those who have experience in SaaS. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific metrics you've improved in previous roles, such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). Being able to quantify your impact will demonstrate your capability to align customer success with business goals.
✨Tip Number 4
Showcase your leadership skills by sharing examples of how you've developed high-performing teams in the past. Highlighting your ability to foster a culture of accountability and customer-first thinking will resonate well with the hiring team.
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 improved customer experiences 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 culture of accountability and customer-first thinking in your previous roles.
How to prepare for a job interview at CD Recruitment
✨Showcase Your Leadership Experience
As a Head of Customer Success, you'll need to demonstrate your ability to lead and develop high-performing teams. Prepare specific examples of how you've fostered a culture of accountability and customer-first thinking in your previous roles.
✨Understand SaaS Metrics Inside Out
Familiarise yourself with key SaaS KPIs such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). Be ready to discuss how you've used these metrics to drive customer success and business growth in your past positions.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with Sales, Product, and Operations teams. Think of examples where you've successfully aligned different departments towards a common goal, and be prepared to discuss how you can facilitate collaboration in this new role.
✨Leverage Data-Driven Insights
Highlight your analytical skills and experience with CRM and Customer Success platforms. Be ready to discuss how you've used data to optimise customer journeys and improve retention rates, showcasing your ability to make informed decisions.
