At a Glance
- Tasks: Lead client success strategies and build lasting relationships with clients.
- Company: Join Commusoft, an award-winning global company transforming field service software.
- Benefits: Competitive salary, generous leave, gym contribution, and hybrid working model.
- Other info: Dynamic team culture focused on diversity, inclusion, and continuous improvement.
- Why this job: Make a real impact by helping clients succeed and grow their businesses.
- Qualifications: Proven B2B SaaS experience and strong leadership skills.
The predicted salary is between 74000 - 74000 € per year.
Come and meet the Founder in this 1-minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.
Global Mission Statement
From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and has a positive impact in the field service software market. Since 2006, we’ve transformed not only our services and offerings but also the business operations of thousands of service companies that rely on our software daily. Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, comprehensively supporting clients from day one, and always being open and transparent with our community, these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.
Inclusion and Belonging at Commusoft
Our clients come from all walks of life, and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process, and we intend to genuinely drive transformational change when it comes to diversity, inclusion, and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft.
Department Mission Statement: Client Success
We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement. We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates. Our specialisation ensures that client sentiment remains the foundation of our success, where our expert, targeted service consistently stands out as Commusoft’s key differentiator.
What you’ll do:
- Client Success Strategy & Leadership: Define and execute a global Client Success strategy focused on retention, growth, and client value. Build, lead, and develop a high-performing, distributed Client Success team. Establish clear success frameworks, playbooks, and engagement models across the client lifecycle. Own key commercial metrics including retention, churn, expansion, and customer lifetime value. Drive proactive client engagement strategies to increase product adoption and long-term success. Identify and enable upsell and cross-sell opportunities through value-led, consultative approaches.
- Client Engagement & Partnership: Ensure consistent, high-quality client interactions including onboarding, business reviews, and executive engagement. Support the team in building trusted advisor relationships with key client stakeholders. Lead on complex or high-value client relationships where needed.
- Client Insights & Advocacy: Act as the voice of the customer across the business, translating feedback into actionable insights. Partner with Product and Engineering to influence roadmap priorities based on client needs and trends. Leverage data to continuously improve client outcomes and experience.
- Cross-Functional Alignment: Work closely with Sales, Marketing, Product, and Support to ensure a seamless client journey. Align on Ideal Client Profiles, handovers, and ongoing engagement strategies. Champion a client-centric culture across the organisation.
- Performance & Continuous Improvement: Define and track key success metrics (e.g. NRR, product adoption). Use data to identify risks, opportunities, and areas for improvement. Continuously optimise processes, tooling, and team effectiveness to scale success.
Your skills, behaviours and values:
- Client-Centric Leadership: Deep commitment to delivering client value and building long-term partnerships.
- Commercial Acumen: Strong track record of driving retention, expansion, and revenue growth in a SaaS environment.
- B2B SaaS Client Success Expertise: Proven experience leading Client Success teams across onboarding, adoption, and growth.
- Strategic Thinking: Ability to connect product capabilities to client business outcomes and long-term ROI.
- Team Leadership & Development: Experience building, scaling, and coaching high-performing, customer-facing teams.
- Data-Driven Decision Making: Strong analytical skills with the ability to translate insights into action.
- Influence & Collaboration: Skilled at aligning cross-functional teams and influencing at executive level.
- Communication Excellence: Clear, confident communicator with strong stakeholder management skills.
- Adaptability & Resilience: Thrives in a fast-paced, evolving SaaS environment.
Salary & Benefits: The base salary is £74,000 per year. The other elements of your compensation include: 23 days off (increase with tenure) plus the UK bank holidays, £50 monthly gym contribution, pension contribution, private healthcare option, extended parental leave, remote working over Christmas and during the summer period, up to 5 days holiday-buy-in-scheme, drinks and snacks provided at our new modern workspace next to Elephant & Castle underground station. You will be required to come in full-time for the first month from 8.30am-5.30pm.
Head of Client Success employer: Commusoft
Commusoft is an exceptional employer that prioritises employee growth and inclusivity, fostering a vibrant work culture where diverse perspectives are valued. With a commitment to client success and a supportive environment, employees enjoy competitive benefits including generous leave, a gym contribution, and a hybrid working model, all while contributing to meaningful transformations in the field service software market. Join us in our modern workspace near Elephant & Castle, where your contributions will directly impact our clients and the company's mission.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success
✨Tip Number 1
Get to know the company inside out! Watch that 1-minute video and dive into their mission. Understanding Commusoft's values and culture will help you connect with them during interviews.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and insights on the Client Success role. This can give you a leg up in understanding what they truly value.
✨Tip Number 3
Prepare for those tricky questions! Think about how your past experiences align with their needs, especially around client retention and growth. Be ready to share specific examples that showcase your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Commusoft family.
We think you need these skills to ace Head of Client Success
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for client success shine through! We want to see how your passion aligns with our mission at Commusoft and how you can help transform field service businesses.
Tailor Your Experience:Make sure to highlight your B2B SaaS experience and any relevant achievements in client success. We love seeing how you've driven retention and growth in previous roles, so don’t hold back on those details!
Be Authentic:We value diversity and authenticity, so be yourself in your application. Share your unique experiences and perspectives that can contribute to our culture-add mindset here at Commusoft.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Commusoft
✨Know the Company Inside Out
Before your interview, take some time to really understand Commusoft's mission and values. Watch the founder's video and read up on their journey. This will not only help you connect with the company culture but also show your genuine interest in being part of their team.
✨Showcase Your Client-Centric Approach
As a Head of Client Success, it's crucial to demonstrate your commitment to client relationships. Prepare examples from your past experiences where you've successfully built long-term partnerships or improved client satisfaction. This will highlight your alignment with Commusoft's focus on client value.
✨Prepare for Cross-Functional Collaboration
Since this role involves working closely with various teams like Product and Engineering, think of instances where you've successfully collaborated across departments. Be ready to discuss how you can bridge gaps and ensure a seamless client journey, which is key to Commusoft's success.
✨Data-Driven Insights Matter
Commusoft values data-driven decision-making, so come prepared with metrics or case studies that showcase your analytical skills. Discuss how you've used data to drive client success and improve processes in previous roles, as this will resonate well with their expectations.
