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: Enjoy a competitive salary, generous leave, gym contributions, and hybrid working options.
- 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 required.
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.
We are looking for...
A strategic and client‐focused Head of Client Success to own and elevate the end‐to‐end client journey from onboarding through to long‐term growth and advocacy. This role is pivotal in driving client retention, expansion, and measurable value delivery across our global customer base. Reporting to the CEO, you will lead our Client Success function across the UK and US, building a high‐performing team that partners closely with clients to achieve their business goals. As a key member of the leadership team, you will collaborate cross‐functionally with Product and Engineering to align the roadmap with client needs, and partner with Technical Support to transform reactive feedback into proactive service improvements. You will act as the voice of the customer internally, ensuring client needs shape our product, strategy, and overall experience.
What you'll do:
- 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.
- 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.
- 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.
- 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.
- 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:
- Deep commitment to delivering client value and building long‐term partnerships.
- Strong track record of driving retention, expansion, and revenue growth in a SaaS environment.
- Proven experience leading Client Success teams across onboarding, adoption, and growth.
- Ability to connect product capabilities to client business outcomes and long‐term ROI.
- Experience building, scaling, and coaching high‐performing, customer‐facing teams.
- Strong analytical skills with the ability to translate insights into action.
- Skilled at aligning cross‐functional teams and influencing at executive level.
- Clear, confident communicator with strong stakeholder management skills.
- 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. And you'd probably like to know that we have a hybrid working model (8 days a month in the office minimum) but it is an open door so feel free to come in more if you'd like! Please note that for the first month you will be required to come in full‐time 8.30am-5.30pm.
Head of Client Success in London 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 strong commitment to client success, employees have the opportunity to make a meaningful impact while enjoying competitive benefits such as a generous holiday allowance, gym contributions, and a hybrid working model. Located near Elephant & Castle, our modern workspace encourages collaboration and innovation, making it an ideal environment for those looking to thrive in the B2B SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success in London
✨Tip Number 1
Get to know the company inside out! Watch that 1-minute video and dive into their mission. Understanding Commusoft's values 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 about their experiences and get insider tips on what it’s really like to work at Commusoft.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your past experiences align with the role of Head of Client Success. Be ready to share specific examples of how you've driven client retention and growth.
✨Tip Number 4
Don’t forget to apply through our website! It shows you're genuinely interested and gives you a better chance of being noticed by the hiring team. Plus, it’s super easy!
We think you need these skills to ace Head of Client Success in London
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 the 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. We’re excited to learn about what makes you, you!
Apply Through Our Website:For the best chance of getting noticed, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
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 that you're genuinely interested 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.
✨Be Ready for Data-Driven Discussions
Since the role involves tracking key success metrics, brush up on your analytical skills. Be prepared to discuss how you've used data to drive decisions in previous roles. This will show that you can bring a data-driven mindset to the team and contribute to their growth strategies.
✨Emphasise Your Leadership Style
Commusoft is looking for someone who can build and lead a high-performing team. Think about your leadership style and be ready to share how you've developed teams in the past. Discuss your approach to coaching and scaling teams, as this will resonate well with their values of inclusion and belonging.
