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: Be part of a collaborative team with a focus on data-driven success.
- 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
Head of Customer Success in Chester employer: develop
As a leading SaaS business based in Warrington, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our hybrid working model allows for flexibility while our commitment to customer success ensures that every team member plays a vital role in driving meaningful outcomes for our clients. Join us to be part of a collaborative environment where your contributions directly impact our customers' success and the company's long-term growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Chester
✨Tip Number 1
Network like a pro! Reach out to connections in the SaaS industry, especially those in Customer Success roles. 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 GRR and NRR. Tailor your examples to highlight your leadership experience and data-driven mindset.
✨Tip Number 3
Don’t just wait for job postings! Be proactive and reach out directly to companies you admire. Express your interest in their Customer Success team and share how your background aligns with their needs.
✨Tip Number 4
Apply through our website! We want to see your application and get to know you better. Make sure to showcase your achievements in retention and revenue growth to stand out from the crowd.
We think you need these skills to ace Head of Customer Success in Chester
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, focusing on retention and revenue growth. We want to see how your past achievements align with our goals!
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 you can lead our team. Be specific about your experience with managing customer portfolios and driving metrics like GRR and NRR.
Showcase Your Data-Driven Mindset:We love numbers! In your application, mention any data-driven strategies you've implemented in previous roles. This will show us that you understand the importance of metrics in driving customer success and long-term growth.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
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 Experience
Prepare examples that highlight your leadership skills, especially in managing teams within a SaaS environment. Think about specific challenges you've faced and how you’ve 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 your potential employer 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.
