At a Glance
- Tasks: Lead a strategic shift in Customer Success, focusing on customer value and long-term growth.
- Company: Established SaaS business with a globally recognised platform and strong growth trajectory.
- Benefits: £75k–£85k salary, 20% bonus, remote-first work, 25 days holiday, and healthcare.
- Other info: Dynamic, fast-paced environment with opportunities for personal and professional growth.
- Why this job: Join a pivotal role to redefine customer engagement and drive significant revenue growth.
- Qualifications: Proven leadership in Customer Success or Account Management within a tech environment.
The predicted salary is between 75000 - 85000 £ per year.
The Company is an established SaaS business with a globally recognised platform and an exceptional customer base. Trusted by enterprise organisations across highly complex and security-conscious environments, the company has a strong growth trajectory with significant expansion plans and a rapidly evolving product suite.
This is a pivotal hire to lead a fundamental shift in how the business approaches Customer Success. Currently, the function is heavily transactional. The opportunity is to build something far more strategic, embedding a culture centred around customer value, engagement, and long-term growth.
You’ll take ownership of a broad and diverse customer base, working closely with a team of Account Managers to redefine how accounts are segmented, managed, and grown. This includes introducing a more intelligent approach to customer prioritisation, focusing on propensity to spend, not just current value, and building scalable playbooks across high-touch, low-touch, and automated engagement.
You’ll work with key accounts, support expansion opportunities, and play a central role in driving adoption of new product releases, with a clear mandate to increase retention and unlock significant untapped revenue across the existing base. This is a role for someone who wants to build, challenge, and elevate!
The Ideal Candidate
- Proven experience in Customer Success or Account Management leadership within a SaaS or technology-led business
- Strong commercial mindset, comfortable owning retention, expansion, and account growth metrics
- Experience managing or influencing teams responsible for large, diverse account bases
- Background in sales or commercially driven environments is highly valuable
- Confident challenging stakeholders and driving change at leadership level
- Naturally curious and analytical, asks the right questions and looks beyond surface-level data
- Comfortable working in fast-moving, evolving environments where structure needs to be built
- High drive, ambition, and continuous improvement mindset
- Experience in technically complex or enterprise environment is valuable
- Experience within Cybersec or related industries is highly desirable.
The Package
- £75k–£85k base salary plus a 20% variable
- Remote-first (UK-based) with occasional travel (UK & international)
- 25 days holiday + increases with service
- Healthcare
- And more
Head of Customer Success in Cambridge employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
As a leading player in the SaaS industry, our company offers an exceptional work environment that fosters innovation and collaboration. We prioritise employee growth through tailored development programmes and provide a supportive culture where your contributions directly impact our success. Located in a vibrant tech hub, we also offer competitive benefits and a dynamic atmosphere that encourages creativity and professional advancement.
Contact Details:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses:Your cover letter is your chance to shine! Tell us why you want to work at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
