Head of Service & Growth

Head of Service & Growth – SaaS Business Glasgow (Hybrid Working) | £80,000 + Benefits

Cactus Search are looking for a Client service leader, drive meaningful growth, and shape the future of customer experience—all while working with a forward-thinking SaaS company that’s going places? Good news: we’ve got just the role .

We’re on the hunt for a dynamic, people-focused, commercially-minded Head of Service & Growth to join an ambitious SaaS business based in Glasgow. This isn’t just another leadership role — it’s a chance to build something special, make an impact, and to really add value.

What You’ll Be Doing (AKA Your Superpowers in Action):

• Leading a passionate and growing Customer Success and Service team — your crew for delivering exceptional client experiences.
• Creating service delivery strategies that scale with the business (and actually work).
• Collaborating with Sales, Marketing, and Product to drive adoption, retention, and expansion across the customer base.
• Using data, insight, and a dash of intuition to improve the customer journey and spot commercial opportunities.
• Becoming the voice of the customer and bringing that voice into everything we do — loudly and clearly.

About You (And What You Bring to the Table):

• You’re not just great with people — you’re exceptional. Your communication and interpersonal skills let you connect with everyone from the CEO to the tech team (and yes, even the “I-don’t-like-change” clients).
• You’ve got experience in consultative, solution-based selling and know how to dig into client needs to deliver value-based, tailored solutions that actually solve problems.
• Commercially savvy — you can align growth initiatives with company goals, spot opportunities, and deliver results that matter.
• Ideally, you know your way around contact centre tech, SaaS, or customer experience solutions. If you’ve ever explained a customer journey map using a coffee metaphor, we want to talk.
• Thrive in fast-paced environments? Check. Able to stay calm, agile, and positive under pressure? Double check.
• You bring a solutions-focused mindset, a love for teamwork, and a passion for turning “good” into “outstanding.”

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