At a Glance
- Tasks: Lead a team to ensure customers succeed and realise value from Planday.
- Company: Join a dynamic B2B SaaS company focused on customer success.
- Benefits: Competitive salary, growth opportunities, and a collaborative work environment.
- Other info: Fast-paced environment with a focus on continuous improvement and teamwork.
- Why this job: Make a real impact by helping customers thrive with innovative solutions.
- Qualifications: 5+ years in Customer Success or Account Management, strong leadership skills.
The predicted salary is between 60000 - 80000 € per year.
Requirements
- 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment
- Experience leading or mentoring teams and developing high performing individuals
- Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion
- Experience working with complex customers and navigating multi stakeholder environments
- Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes
- Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed
- Strong communication and stakeholder management skills
- A pragmatic and low ego leadership style that values clarity, trust, and accountability
- Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses
- Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential
- Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle
- A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday's impact
What the job involves
- As a Customer Success Leader, you will lead a team of Customer Success Managers responsible for helping customers realise meaningful value from Planday.
- This role exists to ensure our customers succeed at scale. You will guide your team to build strong customer partnerships, drive product adoption, and create the conditions for long-term retention and growth.
- You will combine people leadership with strategic customer ownership, helping your team operate with clarity, discipline, and strong commercial instincts.
- By building strong account strategies, coaching your team through complex customer situations, and partnering closely with Sales, Product, and Customer Experience teams, you will help ensure Planday becomes a trusted partner in our customers' success.
- Your work will strengthen how we manage the post-sale customer lifecycle, turning customer success into a predictable and scalable driver of retention, advocacy, and growth.
- Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes.
- Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value.
- Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results.
- Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses.
- Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities.
- Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability.
- Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes.
- Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success.
- Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution.
- Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed.
Success looks like:
- Strong retention and expansion performance across the team's customer portfolio.
- Customers who clearly understand the value they receive from Planday and how to increase that value over time.
- A Customer Success team that operates with clear account strategies and disciplined execution.
- Early identification and effective management of customer risk.
- Executive stakeholders who view Planday as a trusted partner.
- Customer insight that meaningfully informs product decisions and commercial strategy.
- A team culture built on ownership, collaboration, and continuous improvement.
Head of Customer Success in London employer: Deepstreamtech
Planday is an exceptional employer that prioritises employee growth and collaboration, making it an ideal place for professionals in Customer Success. With a strong focus on developing high-performing teams and fostering meaningful customer partnerships, Planday offers a dynamic work culture where innovation thrives. Employees benefit from a supportive environment that encourages curiosity and accountability, ensuring they can make a significant impact while advancing their careers in the fast-paced B2B SaaS landscape.
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 your connections in the SaaS world and let them know you're on the hunt for a Head of Customer Success role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by diving deep into the company’s customer success strategies. Familiarise yourself with their product and think about how you can help customers realise value from it. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After interviews, send a quick thank-you note to express your appreciation and reiterate your enthusiasm for the role. It keeps you top of mind and shows your commitment.
✨Tip Number 4
Check out our website for openings and apply directly! We love seeing candidates who are proactive and genuinely interested in joining our team. Plus, it gives you a chance to showcase your understanding of our mission and values right from the start.
We think you need these skills to ace Head of Customer Success in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your 5+ years in Customer Success or Account Management. We want to see how you've led teams and tackled complex customer situations, so don’t hold back on those examples!
Connect the Dots:When you write about your experience, link it back to the SaaS customer lifecycle. Show us how you've driven onboarding, adoption, and renewal. This will help us see how you can make a real impact at Planday.
Be Authentic:We value clarity and trust, so let your personality shine through! Share your leadership style and how you foster collaboration. A genuine approach will resonate with us and show that you’re a great fit for our culture.
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. We can’t wait to hear from you!
How to prepare for a job interview at Deepstreamtech
✨Know Your Customer Success Inside Out
Make sure you have a solid understanding of the SaaS customer lifecycle. Be ready to discuss how you've successfully navigated onboarding, adoption, renewal, and expansion in your previous roles. This will show that you can connect product capabilities with meaningful customer outcomes.
✨Showcase Your Leadership Style
Prepare examples that highlight your pragmatic and low-ego leadership style. Talk about how you've mentored teams and developed high-performing individuals. This will demonstrate your ability to lead while fostering a culture of clarity, trust, and accountability.
✨Be Ready for Complex Scenarios
Think of specific instances where you've worked with complex customers or multi-stakeholder environments. Discuss how you managed these relationships and drove successful outcomes. This will illustrate your strong communication and stakeholder management skills.
✨Emphasise Collaboration and Curiosity
Highlight your collaborative mindset and genuine interest in understanding customer operations. Be prepared to discuss how you've partnered with other teams, like Marketing, to create impactful customer advocacy initiatives. This will show that you value teamwork and are committed to helping customers succeed.
