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- Tasks: Lead a dynamic Customer Success team to enhance customer retention and drive operational change.
- Company: Join a high-growth, PE-backed subscription business in the data intelligence space.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for career advancement.
- Why this job: Shape the future of a market-leading platform and make a real impact on customer success.
- Qualifications: 5+ years in senior Customer Success roles, ideally within SaaS or subscription businesses.
- Other info: Work closely with an experienced executive team and enjoy a genuine long-term career trajectory.
The predicted salary is between 72000 - 108000 £ per year.
About the company
High-growth, PE-backed subscription business operating in a specialist intelligence/data space. Profitable, scalable model with strong momentum and an ambitious 3–5 year growth plan. Market-leading platform with a genuinely differentiated proposition, combining real-time data and forward-looking intelligence used by global enterprises and financial institutions. At an inflection point, moving from scale-up to market leader, with significant headroom for international expansion and further strategic acquisitions.
About the role
- Own Gross Revenue Retention (GRR) as the primary metric, with responsibility for improving renewal outcomes through proactive CS strategy.
- Lead and develop a Customer Success function of ~11 people, supporting a growing customer base and multi-location team structure.
- Build a metrics-driven operating rhythm: customer health scoring, leading indicators, forecasting, and renewal risk management.
- Implement and embed a scalable CS playbook: lifecycle journeys, segmentation, governance, and high-impact processes.
- Drive step-change improvement across tooling, automation, internal cadence, and cross-functional alignment with Sales, Product and Marketing.
- Act as a true agent of change: raise standards, challenge legacy ways of working, and create a culture of ownership and performance.
- Balance tactical delivery (firefighting, near-term retention saves) with strategic foundations (mid/long-term scalability).
Requirements
- 5+ years in senior Customer Success leadership roles within a SaaS / subscription business (ideally data, intelligence, analytics, or similarly recurring-revenue models).
- Proven track record of personally owning GRR and improving retention through proactive customer management.
- Strong experience driving meaningful operational change (process, systems, cadence, team performance, accountability).
- Comfortable in PE/VC-backed environments with high pace, high expectation, and strong metric focus.
- Commercially minded: understands retention drivers, renewal motion, and where CS supports NRR via product-led upsell.
- Hands-on, high-energy operator who thrives in ambiguity and can deliver outcomes while building the playbook.
- Ambitious, growth-oriented leader who elevates talent, sets standards, and builds a high-performance culture.
Package: HYBRID – Central London, 2–3 days p/w. Work directly with an experienced, high-calibre executive team and PE investors to shape the future of the business. Genuine long-term career trajectory as the company scales toward £50m+, with scope to grow into a broader commercial leadership role.
Head of Customer Success in London employer: Arius Recruit
Contact Detail:
Arius Recruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, culture, and recent news. We want you to walk in feeling confident and ready to show how you can drive customer success and retention.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it aligns with the role of Head of Customer Success. We suggest rehearsing with a friend or in front of a mirror to nail that delivery.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We believe it shows your enthusiasm and professionalism, which are key in customer success roles.
We think you need these skills to ace Head of Customer Success in London
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 any specific achievements related to Gross Revenue Retention (GRR) to show us you’re the right fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your leadership style aligns with our ambitious growth plans. Be genuine and let your personality come through.
Showcase Your Metrics-Driven Mindset: We love data! In your application, mention specific metrics you've improved in previous roles, especially around customer health scoring and retention. This will demonstrate your ability to drive meaningful operational change.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Arius Recruit
✨Know Your Metrics
As the Head of Customer Success, you'll be expected to own Gross Revenue Retention (GRR). Brush up on your understanding of GRR and how it ties into customer success strategies. Be ready to discuss specific metrics you've improved in past roles and how you plan to implement a metrics-driven operating rhythm.
✨Showcase Your Leadership Style
You'll be leading a team of around 11 people, so it's crucial to convey your leadership style during the interview. Share examples of how you've developed teams in the past, especially in high-paced environments. Highlight your experience in driving operational change and building a high-performance culture.
✨Prepare for Change Management Questions
This role requires acting as an agent of change, so expect questions about how you've challenged legacy processes and implemented new strategies. Prepare specific examples that demonstrate your ability to balance tactical delivery with long-term scalability, showcasing your hands-on approach.
✨Understand the Business Landscape
Familiarise yourself with the company's market position and growth plans. Research their competitors and understand the subscription model in the data and intelligence space. This knowledge will help you articulate how you can contribute to their ambitious growth trajectory and align your strategies with their goals.
