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For Companies At a Glance
- Tasks: Lead and shape the Customer Success strategy to enhance client satisfaction and retention.
- Company: Join Definely, a pioneering LegalTech company transforming how legal professionals work.
- Benefits: Enjoy competitive salary, share options, hybrid working, and generous learning budget.
- Why this job: Make a lasting impact on customer experience and drive growth in a dynamic environment.
- Qualifications: Proven experience in B2B SaaS Customer Success with strong data-driven decision-making skills.
- Other info: Be part of a mission-driven team recognised among the Top 25 in Deloitte’s UK Technology Fast 50.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Head of Customer Success to play a pivotal role in shaping how Definely delivers value to customers as the business continues to scale. This is a senior role with significant scope to influence both commercial outcomes and how our technology is adopted and embedded by enterprise customers.
You will be responsible for defining what great Customer Success looks like at Definely, from how we measure success and understand customer health, to how we drive long-term retention, expansion, and advocacy. The role offers a rare opportunity to build foundations that will have a lasting impact on the company, its customers, and how the business grows.
This is an exciting moment to join us, with the chance to make a meaningful contribution at a critical stage of our growth and to shape a function that sits at the heart of the company’s long-term success.
What you’ll do:- Own core Customer Success outcomes, including gross revenue retention and net revenue retention
- Design and implement a scalable Customer Success operating model, including customer segmentation, adoption and engagement strategies, and lifecycle definitions
- Define and own customer health frameworks, success metrics, and reporting, creating a single source of truth for customer risk and opportunity
- Build and implement the Customer Success tech stack, selecting and embedding systems such as Gainsight, ChurnZero, or similar
- Partner closely with future Account Management in a split model, designing clear ownership, handoffs, building joint account plans and shared incentives to deliver a seamless customer experience
- Ensure Customer Success plays a proactive role in identifying expansion opportunities and surfacing customer pain points
- Map and continuously improve the end to end customer journey, from onboarding to renewal
- Act as a senior voice of the customer internally, using data and insight to influence Product and Engineering priorities
- Develop customer advocacy programmes, including references, case studies, and long term champions
- Contribute to the long term design of the Customer Success organisation, including future team structure, roles, and capabilities
- Significant experience leading or building Customer Success functions in B2B SaaS, with a clear track record of scaling through systems, data, and process
- Experience working with enterprise customers and high value ACVs
- Strong understanding of customer segmentation, including high touch and one to many models
- Proven ownership of retention and expansion metrics, with confidence being accountable for numbers
- Experience operating within a split CS and Account Management model, including designing incentives and handoffs
- A data led mindset, comfortable defining metrics, building dashboards, and using insight to drive decisions
- Strong cross functional influence, able to partner effectively with Sales, Product, Engineering, and Support
- Experience in mature or regulated industries, where trust, reliability, and long term relationships matter
- Competitive salary & annual bonus
- Share options
- Quarterly team socials & annual company offsite
- Hybrid working + 1 month “work from anywhere”
- Take your birthday off
- £750 annual learning & development budget
- Enhanced parental leave
- Additional perks: Cycle to Work, Workplace Nursery salary sacrifice scheme, and top-quality equipment
About Definely: Definely is revolutionising how legal professionals access and understand information in complex documents. Our LegalTech solutions integrate directly into legal workflows, enabling teams to draft, review, and interpret contracts more efficiently, without breaking focus.
We’re proud to be recognised among the Top 25 in Deloitte’s UK Technology Fast 50 and backed by Revaia, Microsoft, Google, and Octopus Ventures. Trusted by top firms like A&O Shearman, Dentons, Deloitte, and Barclays, we’re building tools that empower legal teams to work smarter and reduce risk.
At Definely, you’ll be part of a mission-driven, collaborative, and ambitious team committed to innovation and growth.
Head of Customer Success employer: Definely
Contact Detail:
Definely Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Definely or similar companies. A friendly chat can open doors and give you insights that might just help you land that Head of Customer Success role.
✨Tip Number 2
Show off your expertise! Prepare to discuss your experience with customer success metrics and strategies during interviews. Bring examples of how you've driven retention and expansion in previous roles – this will make you stand out!
✨Tip Number 3
Be proactive! If you see any gaps in Definely's current customer success approach, don’t hesitate to share your ideas during the interview. This shows you're not just looking to fill a role but are genuinely interested in making a difference.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and contributing to Definely's exciting growth journey.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success, especially in B2B SaaS. We want to see how your skills align with what we’re looking for at Definely!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven retention and expansion metrics in previous roles. We love numbers that tell a story about your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can connect with our customers and team, so don’t be afraid to show us who you are!
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 Definely
✨Know Your Metrics
As a Head of Customer Success, you'll need to be comfortable discussing retention and expansion metrics. Brush up on your numbers and be ready to share how you've successfully driven these outcomes in previous roles.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end customer journey, from onboarding to renewal. Be prepared to discuss how you would map and improve this journey at Definely, showcasing your strategic thinking and customer-centric approach.
✨Showcase Your Tech Savvy
Definely is looking for someone who can build and implement a Customer Success tech stack. Highlight your experience with tools like Gainsight or ChurnZero, and be ready to discuss how you would leverage technology to enhance customer engagement.
✨Cross-Functional Collaboration
This role requires strong collaboration with Sales, Product, Engineering, and Support. Prepare examples of how you've successfully partnered with other teams in the past to drive customer success and influence product priorities.
