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 portfolio and drive significant revenue growth.
- Why this job: Make a real impact by shaping customer success strategies and leading a passionate team.
- Qualifications: Proven leadership in SaaS Customer Success with a focus on retention and 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 Manchester 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 Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry and let them know you're on the lookout for a Head of Customer Success role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s customer success strategies. Familiarise yourself with their GRR and NRR metrics, and think about how you can contribute to improving these figures. Show them you mean business!
✨Tip Number 3
Don’t just wait for job postings to pop up! Be proactive and reach out directly to companies you admire. Express your interest in their customer success initiatives and ask if they’re looking for someone to lead the charge.
✨Tip Number 4
When you find a role that excites you, apply through our website! We make it easy for you to showcase your skills and experience. Plus, it helps us keep track of your application and get back to you faster.
We think you need these skills to ace Head of Customer Success in Manchester
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 drive results. Be sure to mention specific strategies you've implemented in the past that led to improved customer outcomes.
Showcase Your Data-Driven Mindset:Since we're all about data at StudySmarter, make sure to include examples of how you've used data to inform your decisions in previous roles. Whether it's improving GRR or NRR, we want to see your analytical side!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows us you're keen to join the StudySmarter team!
How to prepare for a job interview at develop
✨Know Your Numbers
Before the interview, brush up on key metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Be ready to discuss how you've improved these in past roles, as this will show your understanding of the SaaS landscape and your ability to drive results.
✨Showcase Leadership Experience
Prepare examples that highlight your leadership style and experience managing teams. 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.
✨Align with Their Goals
Familiarise yourself with the company's mission and values. During the interview, articulate how your vision for Customer Success aligns with their business goals. This shows that you're not just looking for a job, but are genuinely interested in contributing to their success.
✨Be Data-Driven
Since the role requires a data-driven mindset, come prepared with examples of how you've used data to inform decisions and improve customer outcomes. Discuss any scalable processes you've implemented in previous roles to enhance customer engagement and retention.
