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: Competitive salary, hybrid work model, and opportunities for professional development.
- Other info: Be part of a collaborative team with a strong emphasis on data-driven decision making.
- Why this job: Make a real impact by shaping customer success strategies and driving retention.
- Qualifications: Proven leadership in SaaS Customer Success with a focus on retention and growth.
The predicted salary is between 80000 - 80000 £ 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 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 hybrid work model and a focus on employee development, this role offers a unique opportunity to shape customer strategies while enjoying a supportive work culture that values innovation and collaboration. Benefit from competitive remuneration and the chance to make a significant impact within a thriving business environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Cheshire, Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at develop. 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 develop 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 Cheshire, Warrington
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 develop:Your cover letter is your chance to shine! Tell us why you want to work at develop 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 develop!
How to prepare for a job interview at develop
✨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.
