At a Glance
- Tasks: Lead Customer Success and onboarding, driving retention and growth for a multi-product customer base.
- Company: A rapidly growing SaaS business with a fantastic reputation and people-centric culture.
- Benefits: Competitive salary, performance bonus, and hybrid working model (3 office/2 WFH).
- Other info: Join a dynamic team with significant growth plans and excellent career development opportunities.
- Why this job: Make a real impact by helping customers achieve value and improving their experience.
- Qualifications: Senior leadership experience in SaaS with a proven track record in retention and team management.
The predicted salary is between 70000 - 90000 £ per year.
A growing SaaS business is hiring a Head of Customer Success to lead Customer Success and onboarding. You will own retention, adoption and expansion outcomes across a large, multi-product customer base. You will build a structured, data-led approach and help customers achieve clear value from the platform.
What you will do:
- Set and deliver the Customer Success strategy
- Lead retention performance and customer health (GRR and NRR)
- Lead a multi-role team across Customer Success and onboarding
- Own the lifecycle from onboarding through renewal, improving time to value
- Reduce churn through early risk identification and proactive playbooks
- Partner with Product, Sales and Support to improve customer outcomes
- Build reporting and rhythm for senior leadership
What we are looking for:
- Senior Customer Success leadership experience in SaaS
- Track record improving retention, adoption and growth outcomes
- Experience leading teams of 8 to 15 people
- Strong commercial awareness, clear decision making, and confident stakeholder leadership
Role details:
- Northwest, hybrid working (3 office / 2 WFH)
- Competitive salary plus performance bonus
Apply now and make the move to a business with a fantastic reputation within their field. They have a great product range and a people centric culture. Their growth plans are significant and you'll have the chance to add genuine value with your skillset.
Head of Customer Success in Liverpool employer: 360 Resourcing Solutions
Join a dynamic SaaS company in the Northwest, where you will lead a passionate team dedicated to enhancing customer success and driving retention. With a strong focus on employee growth and a people-centric culture, this role offers competitive salary packages, performance bonuses, and the flexibility of hybrid working. Be part of a thriving organisation that values your contributions and provides ample opportunities for professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Liverpool
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by understanding the company's products and customer success metrics. Show them you know your stuff and how you can drive retention and growth.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer outcomes in previous roles. Numbers speak volumes, so bring those stats along!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Head of Customer Success in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in SaaS and how you've improved retention and adoption outcomes in previous positions. We want to see how you can bring value to our team!
Showcase Your Leadership Skills:Since this role involves leading a multi-role team, it's crucial to demonstrate your leadership experience. Share specific examples of how you've successfully managed teams and driven results. We love hearing about your journey!
Be Data-Driven:As we focus on a structured, data-led approach, make sure to include any relevant metrics or KPIs you've worked with. Show us how you've used data to improve customer outcomes and reduce churn. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at 360 Resourcing Solutions
✨Know Your Numbers
As a Head of Customer Success, you'll need to demonstrate your understanding of key metrics like GRR and NRR. Brush up on your data analysis skills and be ready to discuss how you've used data to drive retention and growth in previous roles.
✨Showcase Your Leadership Style
You'll be leading a team of 8 to 15 people, so it's crucial to articulate your leadership approach. Prepare examples of how you've successfully managed teams, fostered collaboration, and driven performance in a SaaS environment.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical challenges related to customer onboarding and retention. Think through potential scenarios and how you would apply proactive playbooks to reduce churn and improve customer outcomes.
✨Align with Company Values
This company prides itself on a people-centric culture. Research their values and be prepared to discuss how your personal values align with theirs. Show them that you're not just a fit for the role, but also for the company culture.
