At a Glance
- Tasks: Lead and establish a new Customer Success function in a scaling tech company.
- Company: Rapidly growing tech company providing managed IT services, including cyber security.
- Benefits: Salary up to £100k, hybrid work model, and excellent career progression.
- Other info: Work in a fast-paced environment with autonomy and evolving priorities.
- Why this job: Make a real impact by driving customer success and shaping the future of the company.
- Qualifications: Experience in Customer Success within tech services and building teams across regions.
The predicted salary is between 42750 - 52250 £ per year.
Head of Customer Success London / WFH to 100k Are you an experienced Customer Success Manager who would relish the opportunity to set up and establish a new Customer Success function for a scaling tech company?You could be progressing your career at a rapidly scaling technology company that provides a fully managed IT service including cyber security.
As Head of Customer Success you'll help the business to reorganise around global, problem focused teams and follow-the-sun coverage, Customer Success will become the function responsible for looking across the entire customer base: measuring whether customers are getting better, identifying accounts at risk, driving retention and expansion and ensuring customer feedback directly influences the product roadmap.
You'll own customer outcomes at company level, defining how the business measures customer maturity, service health, satisfaction and value.
You'll build the Customer Success team and operating model across EMEA, Americas and APAC, establishing health scoring, success plans, customer reviews, playbooks and feedback loops.
You'll also ensure smaller customers receive a proactive, scalable experience rather than relying on dedicated account teams, while personally acting as executive sponsor for key customers and stepping in when relationships are at risk.
Working closely with Engagement Management, Forward Deployment, Product and global technical teams, you'll turn customer insight into actionable requirements and ensure teams remain accountable for delivering outcomes.
Location / WFH: You'll join the team in the London office three days a week with flexibility to work from home the other two days.
About you: You have significant experience leading Customer Success within technology services, managed services or enterprise Saa SYou have experience of building Customer Success teams and operating models from the ground up, ideally across multiple regions You have a strong track record owning retention and expansion, supported by data-driven metrics and reporting You're confident engaging with C-suite stakeholders, managing executive reviews and complex escalations You're technically minded, with a strong understanding of IT and security operations You can build scalable health scoring, segmentation, playbooks and customer cadences You're able to work with a high level of autonomy, structured and comfortable turning an ambiguous brief into a clear plan You thrive in fast paced, high-growth environments where priorities and processes continue to evolve What's in it for you: Salary to 100k base + commission Hybrid London based Excellent career progression as the company scales Apply now to find out more about this Head of Customer Success opportunity.
Head of Customer Success SaaS ITSM in London employer: Client Server
Join a dynamic and innovative FinTech company that values technical expertise and offers a collaborative work culture. With a competitive salary of up to £100k plus bonuses, you'll have the opportunity to make a significant impact while enjoying hybrid working arrangements in London. The company prioritises employee growth, providing ample opportunities for career progression and staying at the forefront of emerging technologies in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success SaaS ITSM in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Client Server. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Client Server before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success SaaS ITSM in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Client Server:Your cover letter is your chance to shine! Tell us why you want to work at Client Server specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Client Server!
How to prepare for a job interview at Client Server
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
