At a Glance
- Tasks: Lead and elevate the client journey, driving retention and growth.
- Company: Join Commusoft, an award-winning global field service software company.
- Benefits: Competitive salary, gym contribution, private healthcare, and flexible working.
- Other info: Dynamic team culture with opportunities for travel and career growth.
- Why this job: Make a real impact by transforming client relationships and driving success.
- Qualifications: Proven B2B SaaS experience and strong leadership skills required.
The predicted salary is between 49500 - 60500 £ per year.
Who are we? 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
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.
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:
- 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
- Given the global nature of this role, you should also anticipate frequent travel to the US, with the potential for occasional visits to our team in Chennai.
- Retention, Growth & Value Realisation
- 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. 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! The Success team are in the office on Thursdays and Fridays. Please note that for the first month you will be required to come in full-time 8.30am-5.30pm.
Head of Customer Success in London employer: Commusoft
Commusoft is an exceptional employer located in Greater London, offering a dynamic work culture that prioritises employee growth and development. With a focus on collaboration and innovation, employees benefit from tailored training sessions and the opportunity to work with cross-functional teams, ensuring a rewarding experience in the B2B SaaS sector. The competitive salary and comprehensive benefits package further enhance the appeal of joining a company dedicated to empowering its workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Commusoft. 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 Commusoft 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 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 Commusoft:Your cover letter is your chance to shine! Tell us why you want to work at Commusoft 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 Commusoft!
How to prepare for a job interview at Commusoft
✨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.
