At a Glance
- Tasks: Lead a team to enhance customer success and drive growth in a dynamic SaaS environment.
- Company: Join a thriving SaaS business focused on customer outcomes and innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Exciting opportunity to manage a diverse team and influence key customer accounts.
- Why this job: Make a real impact by shaping customer success strategies and driving retention.
- Qualifications: Proven leadership in SaaS, strong track record in retention and revenue growth.
The predicted salary is between 70000 - 90000 € per year.
We are supporting a growing SaaS business in the search for a Head of Customer Success to lead retention, adoption, and customer growth across a £9.3m ARR customer base. This role will lead a team across Customer Success and onboarding, building a scalable, data-driven customer function focused on customer outcomes, revenue retention, and long-term growth.
Key Responsibilities
- Define and deliver the Customer Success strategy aligned to business goals
- Own GRR and NRR performance across the customer base
- Lead and develop a team of 12 across Customer Success and onboarding
- Own the full customer lifecycle from onboarding through to renewal
- Reduce churn through proactive customer engagement and risk management
- Partner with Sales, Product, and Support teams to improve customer outcomes
- Drive upsell and cross-sell opportunities alongside commercial teams
- Implement scalable processes, reporting, and customer health metrics
- Act as executive sponsor for key customer accounts
What They're Looking For
- Proven leadership experience within a SaaS Customer Success environment
- Strong track record of improving retention and driving revenue growth
- Experience managing teams of 8-15 people
- Background managing £5m-£15m ARR customer portfolios
- Commercially focused with ownership of retention and growth metrics
- Strong stakeholder management and customer-facing leadership skills
- Data-driven mindset with experience building scalable CS processes
Key Metrics
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Satisfaction
- Customer adoption and engagement
- Time to Value
Locations
Head of Customer Success in Cheshire, Warrington employer: develop
Join a dynamic and innovative SaaS company in Warrington as the Head of Customer Success, where you will lead a passionate team dedicated to enhancing customer experiences and driving growth. With a strong focus on employee development, a collaborative work culture, and the flexibility of a hybrid working model, this role offers an exceptional opportunity for professional advancement while making a significant impact on customer retention and satisfaction. Enjoy the benefits of working in a thriving environment that values data-driven strategies and fosters long-term relationships with clients.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to connections in the SaaS industry, especially those in Customer Success. A friendly chat can lead to insider info about job openings or even referrals.
✨Tip Number 2
Prepare for interviews by researching the company’s customer success strategies. Show us you understand their goals and how you can help improve retention and drive revenue growth.
✨Tip Number 3
Don’t just wait for job postings; be proactive! Reach out directly to companies you admire, like ours, and express your interest in contributing to their customer success initiatives.
✨Tip Number 4
Follow up after interviews with a thank-you note that highlights your enthusiasm for the role. Remind them of your relevant experience and how you can help achieve their customer outcomes.
We think you need these skills to ace Head of Customer Success in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Head of Customer Success role. Highlight your leadership experience in SaaS and any specific achievements in retention and revenue growth. We want to see how you’ve made an impact!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your background aligns with our goals. Be sure to mention your experience managing teams and driving customer outcomes.
Showcase Data-Driven Achievements:Since we’re all about metrics, don’t forget to include any data-driven successes in your application. Whether it’s improving GRR or NRR, we love seeing numbers that back up your claims!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at develop
✨Know Your Numbers
As a Head of Customer Success, you'll need to be familiar with key metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Brush up on your understanding of these figures and be ready to discuss how you've influenced them in previous roles. This shows you’re data-driven and results-oriented.
✨Showcase Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing teams within a SaaS environment. Think about specific challenges you've faced and how you developed your team to overcome them. This will demonstrate your capability to lead a team of 12 effectively.
✨Understand the Customer Lifecycle
Be ready to talk about your approach to managing the full customer lifecycle, from onboarding to renewal. Share strategies you've implemented to reduce churn and enhance customer engagement. This will show that you can own the customer journey and drive long-term growth.
✨Collaborate Across Teams
Highlight your experience working with Sales, Product, and Support teams. Prepare to discuss how you've partnered with these departments to improve customer outcomes and drive upsell opportunities. This demonstrates your ability to work collaboratively and align customer success with broader business goals.
