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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 flexible working, health plans, and unique salary sacrifice schemes.
- 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: Be part of a supportive team committed to continuous learning and shared success.
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 in London employer: Celerity Limited
Contact Detail:
Celerity Limited 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 current employees at Celerity on LinkedIn and ask about their experiences. 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 Celerity's services inside out. Show us that you’re not just another candidate, but someone who genuinely gets what we do and how you can contribute to our success.
✨Tip Number 3
Practice your pitch! Be ready to discuss how your past experiences align with the Head of Customer Success role. We want to hear how you’ve driven customer satisfaction and built strong relationships in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team.
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 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 genuine and let your personality come through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to improve customer satisfaction and retention. Numbers speak volumes, so if you’ve got metrics to back up your successes, flaunt them!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
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 the context of managed services and SaaS. Familiarise yourself with best practices, metrics like CSAT, and how to build strategic success plans. This will show that you’re not just passionate but also knowledgeable about the role.
✨Showcase Your Relationship-Building Skills
Prepare examples that highlight your experience in building strong relationships with both customers and internal teams. Think of specific instances where you’ve successfully navigated challenges or escalations. This will demonstrate your ability to be the voice of the customer and work collaboratively across functions.
✨Be Ready to Discuss Data-Driven Decisions
Since managing HubSpot and driving data hygiene is crucial for this role, come prepared to discuss how you've used data to inform your decisions in previous roles. Share examples of how you’ve leveraged tech tools to enhance efficiency and improve customer satisfaction.
✨Emphasise Your Adaptability and Learning Mindset
Celerity values a self-starter attitude and a willingness to learn. Be ready to talk about how you’ve adapted to changes in your previous roles or how you’ve pursued continuous learning. This will resonate well with their culture of innovation and commitment to excellence.