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For Companies 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 exceptional customer base.
- Benefits: Competitive salary, remote-first work, 25 days holiday, and opportunities for career growth.
- Other info: Join a fast-paced, evolving company with ambitious expansion plans.
- Why this job: Make a real impact by redefining customer engagement and driving significant revenue growth.
- Qualifications: Proven leadership in Customer Success or Account Management within a SaaS environment.
The predicted salary is between 75000 - 85000 £ per year.
Established SaaS business with a globally recognised platform and an exceptional customer base. Trusted by enterprise organisations across highly complex and security-conscious environments. Strong growth trajectory with significant expansion plans and a product suite evolving rapidly.
The Opportunity
This is a pivotal hire to lead a fundamental shift in how the business approaches Customer Success. Right now, 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
Head of Customer Success employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to connections in the SaaS industry, especially those in Customer Success roles. A friendly chat can lead to insider info about job openings or even referrals.
✨Tip Number 2
Showcase your strategic mindset! When you get the chance to chat with potential employers, highlight your experience in building customer engagement strategies and how you've driven growth in previous roles.
✨Tip Number 3
Prepare for interviews by diving deep into the company's product suite. Understand their customer base and think about how you can add value. Bring fresh ideas on how to enhance customer retention and expansion!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Customer Success. Highlight your experience in SaaS and how you've driven customer engagement and retention in previous roles. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about transforming Customer Success and how your background aligns with our goals. Let us know how you plan to build a strategic approach that focuses on long-term growth.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics to demonstrate how you've influenced account growth and retention. We love numbers that tell a story, so make sure to include them!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Understand the Customer Success Landscape
Before your interview, dive deep into the current trends and challenges in Customer Success, especially within SaaS. Familiarise yourself with how leading companies are shifting from transactional to strategic approaches. This will help you articulate your vision for the role and demonstrate your industry knowledge.
✨Showcase Your Leadership Experience
Be ready to discuss specific examples of how you've led teams in Customer Success or Account Management. Highlight your experience in managing diverse account bases and driving retention and expansion metrics. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Prepare for Stakeholder Engagement Scenarios
Since the role involves challenging stakeholders and driving change, prepare for questions around conflict resolution and influencing others. Think of instances where you've successfully navigated complex stakeholder dynamics and how you can apply those skills in this new role.
✨Demonstrate Your Analytical Mindset
The ideal candidate is naturally curious and analytical. Be prepared to discuss how you've used data to inform decisions in previous roles. Bring examples of how you've identified opportunities for growth or improvement based on customer insights, and be ready to suggest how you would approach similar challenges in this position.