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- Tasks: Lead a dynamic Customer Success team and enhance customer satisfaction.
- Company: Join Celerity, a top UK managed services provider with a culture of innovation.
- Benefits: Enjoy competitive benefits including salary sacrifice schemes and health care plans.
- Why this job: Make a real impact by driving customer success in a fast-paced tech environment.
- Qualifications: Experience in Customer Success or Account Management, with strong relationship-building skills.
- Other info: Flexible hybrid working and opportunities for continuous learning and growth.
The predicted salary is between 36000 - 60000 £ per year.
Celerity is a leading UK-based managed services provider, delivering expert solutions in hybrid cloud, cybersecurity, IT infrastructure, and data protection. With over 20 years of experience, we empower organisations to simplify complex IT environments through secure, scalable services that enhance operational efficiency and support long-term growth. Our success is driven by deep technical expertise, a culture of innovation, and a relentless commitment to excellence. We pride ourselves on fostering a collaborative and supportive workplace where integrity, continuous learning, and shared success are at the heart of everything we do. As we continue to grow and evolve in a fast-moving technology landscape, we’re looking for motivated individuals to join our team — people who are passionate about making an impact and delivering exceptional service through cutting‑edge solutions.
About the Role
As Head of Customer Success, you will take the lead in being the voice of our customer base. You’ll own the customer success processes, engage internally with other function leaders, drive best practice, and report to our C‑Suite team on customer satisfaction and retention. This position will be a full‑time, permanent role, with remote home‑based working.
Key Responsibilities
- Leading a small Customer Success team (two CSMs)
- Managing all Customer Success processes, and continually looking for ways in which to improve them
- Driving and leading CSAT
- Acting as CS point of contact for senior leadership and board updates
- Working closely with Sales, Marketing, Service Delivery and Solutions leaders and teams to enable a smooth customer journey from end to end
- Managing HubSpot as the CS source of truth
- Driving data hygiene and managing CS reporting
- Leading hands on with any customer escalations, in person meetings, or strategic workshopping
Key Requirements
- Solid customer facing experience from Customer Success or Account Management within either MSP or SaaS environments
- High experience in building both internal and customer-facing relationships
- Excellent ability to build strategic success plans with customers, and work with them to achieve satisfaction
- Experience of managing a small Customer Success or Account Management team
- Strong experience of working from small all the way up to enterprise size customer bases
- Experience in utilising tech tools to drive automation and efficiency
- Knowledge of Customer Success innovation, best practices, and ability to leverage internal resources to drive efficiencies across Customer Success processes
- Have a great attitude, hard-working and ambitious
- Self-starter with an appetite to learn quickly
- Comfortable working in a hybrid environment
Company Benefits
- Electric Vehicle Salary Sacrifice Scheme
- Home & Tech Salary Sacrifice Scheme
- Cycle to Work Salary Sacrifice Scheme
- Health Care Cash Plan, with NHS backed wellness app
- Life assurance
- Training courses
- Company events
- Hybrid working environment
- Schroders personal wealth (Financial Wellbeing)
- Committed to being a 'Menopause and Menstruation Friendly Employer'
If you feel that you meet the above criteria and are interested in working as part of a fast moving, expanding company with excellent benefits, please email a copy of your current CV with covering letter to: careers@celerity-uk.com.
Head of Customer Success employer: Celerity Limited
Contact Detail:
Celerity Limited 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 current or former employees at Celerity on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding their customer success processes. Show us how your experience aligns with their needs, especially in managing teams and driving customer satisfaction.
✨Tip Number 3
Be ready to discuss your tech-savvy side! Celerity values innovation, so highlight any tools or strategies you've used to enhance customer success and efficiency.
✨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 take that extra step.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Success role. Highlight your customer-facing experience and any leadership roles you've had, as we want to see how you can drive success in our team.
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 background makes you a perfect fit for Celerity. Be sure to mention specific examples of how you've improved customer satisfaction in the past.
Showcase Your Tech Savvy: Since we're all about leveraging tech tools for efficiency, make sure to mention any relevant software or systems you've used in your previous roles. If you've worked with HubSpot or similar platforms, let us know how you utilised them to enhance customer success.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at Celerity Limited
✨Know Your Customer Success Inside Out
Before the interview, dive deep into the principles of customer success, especially in managed services and SaaS environments. Familiarise yourself with best practices and be ready to discuss how you can apply them at Celerity.
✨Showcase Your Leadership Skills
As you'll be leading a small team, prepare examples of how you've successfully managed teams in the past. Highlight your ability to build relationships and drive customer satisfaction, as well as any experience you have with strategic planning.
✨Understand the Company Culture
Celerity values collaboration and continuous learning. Research their culture and think about how your personal values align with theirs. Be prepared to share how you can contribute to a supportive workplace.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding customer escalations or improving customer success processes. Think of specific scenarios from your past experiences where you made a significant impact.