Head of Customer Success (Digital Programs & Automation)

The company: A market-leading SaaS platform helping global brands simplify risk, compliance, and security awareness. Trusted by some of the biggest names across tech, finance, and government. Recently acquired in a huge £100M+ deal, fuelling serious investment, product expansion, and international growth. A team spread across the UK, US, and APAC, all working with pace, ambition, and purpose. A company that genuinely looks after its people. Flexibility, trust, and development aren’t perks here, they’re part of the culture. Also a Certified B-Corp! If you want to join a brand that’s scaling fast, backed for success, and still small enough for your work to matter, this is the one.

The opportunity: This is a seriously exciting one. Leading the SME CS team, you’ll own and scale the Digital / Tech-Touch Customer Success function for a global SaaS brand. The goal is simple: Build a digital-first CS engine that drives adoption, retention, and growth through automation, in-app engagement, and smart data. You’ll design the strategy, get hands-on with delivery, and shape how Customer Success operates at scale. You’ll be working with platforms like Salesforce, Gong, HubSpot, and in-app engagement tools such as Pendo or Userpilot. The foundations are already there and it’s your job is to take them to the next level. You’ll have freedom to test, iterate, and prove what works. Think one-to-many onboarding, automated journeys, and scalable digital engagement programs. There’s also scope to grow the team, owning how the function evolves across the business.

The ideal candidate: You’ll need to show proven, measurable success in building or transforming a Digital Customer Success model. This isn’t a theory role. They want someone who’s done it before and can show the results. Your job title is less important, but you’ll demonstrate that:

• You know how to turn usage data into actionable engagement plans
• You’ve built scalable digital programs that boost adoption and reduce churn
• You’re confident driving strategy but not afraid to get hands-on
• You know how to partner with Product, Marketing, and Data teams to create seamless customer journeys
• You’re naturally analytical, commercially minded, and outcome driven
• You thrive in fast-paced SaaS environments and love seeing metrics move in the right direction
• You don’t need to come from the same industry. What matters is a track record of delivering success through digital CS and an ability to build from the ground up.

The package: £90,000 base salary + 25% bonus, 25 days annual leave (plus bank holidays), increasing with tenure, private healthcare, generous pension contributions, dedicated training and development budget, flexible working and genuine work-life balance, global team socials and company events. This is a tremendous opportunity to shape the future of Customer Success for a fast-scaling global brand. You’ll build the blueprint for digital engagement and prove just how powerful a tech-touch CS strategy can be.

Although I said job title isn’t important, people from the following backgrounds would be interesting: Head of Digital Customer Success, Digital CS Manager, Scaled Success Lead, Customer Success Operations Manager, Digital Experience Manager, Customer Engagement Lead, CS Enablement Manager, Lifecycle Marketing Manager, or Senior CSM owning digital programs.