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For Companies At a Glance
- Tasks: Lead the Customer Success team and oversee the entire post-sale lifecycle.
- Company: Join a top UK SaaS provider focused on healthcare solutions.
- Benefits: Enjoy a competitive salary, annual bonus, and hybrid work options.
- Why this job: Shape customer experiences and drive business growth in a dynamic environment.
- Qualifications: 5+ years in Customer Success or Account Management within SaaS required.
- Other info: High application volumes; contact assumed unsuccessful if no response in 7 days.
The predicted salary is between 42000 - 84000 £ per year.
Location: Guildford, Surrey - Hybrid
Salary: £70k base + 20% Annual Bonus
This market-leading SaaS provider is scaling rapidly and investing in a world-class customer experience. They are now looking for a dynamic Head of Customer Success to lead its growing post-sales function. This is a high-impact, strategic role where you'll align cross-functional revenue teams, champion customer outcomes, and play a pivotal role in scaling the business to the next stage of growth.
Why Join?
- Join one of the UK’s most trusted SaaS providers for the healthcare sector.
- Lead a high-performing team focused on customer retention, satisfaction, and revenue expansion.
- Help shape and scale a critical function in a business with a strong customer-first ethos.
- Work closely with Sales, Product, and Operations to ensure alignment and exceptional customer outcomes.
The Role
As Head of Customer Success, you’ll lead PCS’s customer success strategy and operations. You’ll oversee the full post-sale lifecycle - from onboarding through to renewal and expansion. This is a cross-functional leadership role focused on retention, operational excellence, and customer-led growth. You’ll build scalable processes, leverage data for continuous improvement, and act as a strategic partner to both clients and internal stakeholders.
Key Responsibilities:
- Customer Strategy & Leadership: Lead and develop a high-performing Customer Success team, fostering a culture of ownership, accountability, and customer-first thinking.
- Revenue Optimisation: Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by identifying expansion opportunities, managing risk, and supporting upsell/cross-sell initiatives.
- Customer Engagement & Relationship Management: Oversee onboarding and adoption processes, ensuring smooth handovers from Sales.
- Operational Excellence & Process Optimisation: Refine and optimise the end-to-end customer journey through automation and scalable processes.
- Data & Insights: Leverage CRM and Customer Success platforms (e.g. HubSpot, Gainsight, ChurnZero) to deliver real-time visibility into customer performance.
What Does Success Look Like?
You successfully align customer success with business goals, reduce churn, improve expansion revenue, and deliver a customer experience that drives advocacy, satisfaction, and long-term retention.
Who We’re Looking For:
- 5+ years’ experience in Customer Success, Account Management, or Customer Operations within SaaS.
- Proven track record managing large, diverse customer bases - including SMBs and enterprise accounts.
- Deep understanding of SaaS KPIs and customer lifecycle metrics.
- Strong leadership skills and experience managing cross-functional / growing teams.
- Highly analytical and data-driven, with proficiency in CRM, CS tools, and BI platforms (e.g. HubSpot, Gainsight, Power BI, Tableau).
- Excellent stakeholder engagement and communication skills.
Note: Due to high application volumes, if you have not been contacted within 7 days, please assume your application was unsuccessful.
Head of Customer Success employer: CD Recruitment
Contact Detail:
CD Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarise yourself with the latest trends in Customer Success, especially within the SaaS industry. Understanding how leading companies optimise customer journeys and retention strategies will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the Customer Success field, particularly those who have experience in SaaS. Engaging with them on platforms like LinkedIn can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific metrics and KPIs related to Customer Success that you've managed in previous roles. Being able to articulate your impact on Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) will demonstrate your expertise.
✨Tip Number 4
Research StudySmarter's approach to customer success and be ready to share ideas on how you could enhance their strategy. Showing that you've done your homework and have a vision for the role will set you apart from other candidates.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, Account Management, or Customer Operations within SaaS. Emphasise your leadership skills and any achievements related to customer retention and revenue optimisation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the SaaS industry. Mention specific examples of how you've driven customer engagement and operational excellence in previous roles.
Highlight Relevant Skills: In your application, clearly outline your analytical skills and proficiency with CRM and Customer Success tools like HubSpot and Gainsight. This will demonstrate your capability to leverage data for continuous improvement.
Showcase Leadership Experience: Detail your experience in leading teams and managing cross-functional projects. Provide examples of how you've fostered a culture of ownership and accountability within your teams to align with the company's customer-first ethos.
How to prepare for a job interview at CD Recruitment
✨Understand the Company and Its Values
Before your interview, take some time to research the company’s mission and values. Understanding their customer-first ethos will help you align your answers with what they prioritise, showcasing that you are a good cultural fit.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to demonstrate how you've handled specific situations in the past. Prepare examples that highlight your leadership skills, customer engagement strategies, and how you've driven revenue optimisation in previous roles.
✨Showcase Your Analytical Skills
Since the role requires a data-driven approach, be ready to discuss how you've used data to inform decisions in customer success. Bring examples of KPIs you've tracked and how they influenced your strategy.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about their current challenges in customer success or how they measure success in this role. This shows your genuine interest and strategic thinking.
