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For Companies At a Glance
- Tasks: Lead and develop a dynamic Customer Success team while managing key accounts.
- Company: Fast-growing SaaS business revolutionising retail for independent retailers.
- Benefits: Competitive salary, career growth, and the chance to shape customer success strategies.
- Why this job: Make a real impact in a leadership role within an innovative tech environment.
- Qualifications: Proven management experience and a strong background in Customer Success or Account Management.
- Other info: Join a collaborative leadership team and drive international customer success.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Flourish are recruiting on behalf of our client in Manchester and the North West for a Head of Customer Success and Account Management.
Business
Our client is a fastâgrowing SaaS business providing Cloud POS, an endâtoâend retail system designed specifically for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Their platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting and moreâhelping retailers streamline operations, improve customer experience, and grow sustainably.
Role
They are looking for a Head of Account Management & Customer Success to lead and develop their growing Customer Success function. The team currently consists of 8 colleagues across three subâdepartments: Account Management, SEO, and DMS, split over two locations, so experience managing distributed teams is essential. This role is both handsâon and strategic. You will focus on coaching and developing the team while also retaining a small portfolio of accounts to stay close to customer needs. You will translate company goals into clear actions, drive customer outcomes, improve processes, and play a visible role in supporting the adoption of our SaaS platform across the UK and internationally. You will report directly to the Business Development Director and will collaborate closely with teams across the business to strengthen customer relationships, retention, and longâterm success. You'll also sit on the leadership team, helping shape strategic company decisions alongside heads of department.
Key Responsibilities
- Lead, coach, and develop an 8âperson Customer Success team
- Translate company strategy into clear departmental goals and deliverables
- Oversee Account Management, SEO, and Digital Marketing Campaign performance
- Manage customer escalations and support the team with complex issues
- Maintain a small portfolio of accounts to stay connected to customer needs
- Identify opportunities for upsell, crossâsell, and increased adoption of Cloud POS
- Monitor KPIs and provide regular reporting
- Collaborate with other departments to ensure a seamless customer journey
- Improve processes to maximise efficiency and customer outcomes
- Demonstrate and promote the core values: curiosity, empathy, creativity, problemâsolving, coachability, and commercial thinking
Key Skills and Experience
- Proven management experienceâmust be able to coach, develop, and motivate a team
- Experience managing teams across multiple locations
- Ideally experienced in SaaS, retail technology, or digital services
- Strong background in Customer Success, Account Management, or similar clientâfacing role
- Commercial awareness with a track record in retention and revenue growth
- Excellent communication, problemâsolving, and stakeholder management skills
- Analytical and dataâdriven, with the ability to act on insights
- Able to balance operational work with strategic leadership
- Willing and able to travel internationally when required
Success Measures You Will Be Assessed Against
- Customer retention and satisfaction
- Revenue growth through upsell and crossâsell
- SEO and Shopping Campaign performance
- Team development and engagement
- Achievement of company objectives through Customer Success
- Growth of international customer revenues (USA, Canada, Australia, Ireland, Europe)
Seniority level: Director
Employment type: Fullâtime
Job function: Other
Industries: Education Administration Programs
Head of Customer Success (HF1303003) in Manchester employer: Apprentify
Contact Detail:
Apprentify Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Head of Customer Success (HF1303003) in Manchester
â¨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and donât be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
â¨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their SaaS platform and think about how your experience aligns with their goals. This will help you stand out and show that you're genuinely interested in the role.
â¨Tip Number 3
Practice your pitch! Be ready to explain how your skills can drive customer success and retention. Use specific examples from your past experiences to demonstrate your impact and how you can contribute to their team.
â¨Tip Number 4
Donât forget to apply through our website! Itâs 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 (HF1303003) in Manchester
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Success role. Highlight your management experience, especially in SaaS or retail technology, and donât forget to showcase your ability to lead distributed teams.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why youâre passionate about customer success and how your background makes you the perfect fit for our team. Be sure to mention specific achievements that demonstrate your problem-solving and coaching skills.
Showcase Your Analytical Skills: Since this role involves monitoring KPIs and driving customer outcomes, make sure to include examples of how you've used data to inform decisions in previous roles. We love candidates who can back up their claims with solid evidence!
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows us youâre keen on joining our awesome team!
How to prepare for a job interview at Apprentify
â¨Know Your SaaS Inside Out
Make sure you understand the ins and outs of the SaaS platform your potential employer offers. Familiarise yourself with how it benefits independent retailers in the Cycle, Equestrian, and Outdoor sectors. This knowledge will help you demonstrate your ability to translate company goals into customer success.
â¨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past, especially in a distributed environment. Highlight your coaching techniques and how you've motivated team members to achieve their best, as this role requires strong management experience.
â¨Be Ready to Discuss Customer Outcomes
Think about specific instances where you've improved customer satisfaction or retention. Be prepared to discuss how you identified opportunities for upselling and cross-selling, as well as how you monitored KPIs to drive results. This will show your analytical and data-driven approach.
â¨Emphasise Collaboration and Communication
Since this role involves working closely with various departments, be ready to talk about your experience in stakeholder management. Share examples of how you've collaborated with other teams to enhance the customer journey and improve processes, showcasing your problem-solving skills.
