At a Glance
- Tasks: Lead a global team to enhance customer success and drive strategic initiatives.
- Company: Join Disguise, a leader in visual experiences and innovative technology.
- Benefits: Enjoy unlimited paid time off, hybrid working, and mental health support.
- Other info: Be part of a diverse, inclusive culture that values creativity and resilience.
- Why this job: Shape the future of customer success with top brands and creators worldwide.
- Qualifications: 8+ years in Customer Success with proven leadership and strategic skills.
The predicted salary is between 80000 - 100000 £ per year.
Location: London, UK
Reports to: VP, Customer Engagement
Team: Global Customer Success Managers
The Role
At Disguise, our ambition is to make Customer Success a true competitive advantage, just as much as our products are today. The Head of Customer Success will be the driving force behind this vision—embedding customer advocacy at the heart of our business and ensuring that every client, from global Tier 1 brands to influential creators, sees measurable value and lasting partnership with Disguise. This role bridges the gap between our customers and every division of Disguise. It is both strategic and hands-on: guiding the global Customer Success team while personally leading high-profile client relationships and critical customer moments. You will champion customer needs internally, turning insights into commercial opportunities, and externally you’ll be a trusted figurehead representing Disguise with empathy, creativity, and credibility. We are looking for an energetic, strategic leader with proven experience building and leading Customer Success teams, a creative mindset for solving complex problems, and the commercial acumen to tie customer outcomes to business growth.
Key Responsibilities
- Lead & Develop the Global CS Team: Manage and coach Customer Success Managers worldwide, building a high-performance, customer-first culture. Drive clarity, accountability, and growth opportunities for the team, ensuring alignment with company and divisional KPIs.
- Strategic Customer Advocacy: Own executive relationships with Signature Clients, delivering QBRs, strategic account planning, and commercial opportunities. Personally step in to resolve escalations and “customer fires,” demonstrating calm, solution-oriented leadership. Ensure early warning systems are in place to identify risks and prevent churn.
- Community Engagement & Influence: Oversee initiatives that engage our influencer and creator communities, from digital platforms to grassroots events, roundtables, and beta programs. Partner with Marketing and Community Management to amplify customer voices and success stories.
- Commercial Impact: Embed CS as a sales enablement function: working hand-in-hand with Sales to drive renewals, expansions, and new opportunities. Translate customer insights into product, service, and go-to-market strategies. Deliver clear ROI to customers throughout their lifecycle with Disguise.
- Cross-Functional Collaboration: Work closely with Product, Operations, Engineering, Support, Solutions, Services, and Marketing to ensure the voice of the customer shapes roadmaps and offerings. Represent Customer Success in the global leadership team and play a central role in shaping the company’s growth strategy.
What We’re Looking For
Must-Have Experience:
- 8+ years in Customer Success, Account Management, or related functions in tech, media, or creative industries (Entertainment, Live Events, Immersive, Broadcast strongly valued).
- Proven leadership of a Customer Success team (2+ years minimum, ideally with global or multi-site experience).
- Hands-on senior client engagement, including managing complex, multi-geographical customers and executive stakeholders.
- Demonstrated success driving customer retention, renewals, and expansion.
- Strong commercial acumen: aligning CS activity with company growth.
- Exceptional communication skills, executive presence, and conflict resolution ability.
- Data-driven approach to measuring customer health and team performance.
- Flexibility for international travel and irregular hours (events, global clients).
Desirable Experience:
- Familiarity with influencer/creator communities.
- Building and scaling customer communities (digital + in-person).
- Experience in subscription or software/services-based businesses.
- Process design and improvement in CS functions.
The Spark We’re Looking For
We know this role isn’t for everyone. You’ll thrive here if you are:
- Creative + strategic
- A problem-solver who cuts through noise and finds solutions, not just problems.
- Calm under pressure
- Globally minded, collaborative, and able to influence at all levels
- Positive, resilient, and passionate about customer advocacy.
Why Join Disguise?
This is a pivotal moment for Disguise. You’ll have the opportunity to shape and scale a global Customer Success function, working with some of the most exciting brands, events, and creators in the world. If you’re ready to blend creativity, strategy, and leadership to turn customer success into a true competitive advantage—this role is for you.
About Disguise
Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle. We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.
Don’t Disguise your differences. Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.
Our values
- Honest: We are real with ourselves and our clients and share our ideas with openness and transparency.
- Evolutionary: We innovate using our user’s ever-changing needs so our technology remains ahead-of-the-game.
- Fearless: We take the best path, not the easiest, and innovate where it’s right, not where it’s simplest.
- Resilience: We don’t give up until we find the right solution, even if it means going outside our remit.
- Belong: We create an environment where everyone feels like they belong and is empowered to do their best work.
Our benefits
We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
- Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
- Hybrid working between home and our offices (dependent on role and location)
- Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
- Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
- Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
- Training, coaching & mentoring
Head of Customer Success in London employer: Disguise Technologies
Disguise is an exceptional employer that champions creativity and innovation, offering a dynamic work environment in the heart of London. With a strong focus on employee growth, our benefits include unlimited paid time off, hybrid working options, and comprehensive mental health support, ensuring that every team member feels valued and empowered. Join us to lead a global Customer Success function and collaborate with some of the most exciting brands in the entertainment industry, all while being part of a diverse and inclusive culture that celebrates individuality.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Disguise Technologies. 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 Disguise Technologies 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 London
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 Disguise Technologies:Your cover letter is your chance to shine! Tell us why you want to work at Disguise Technologies 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 Disguise Technologies!
How to prepare for a job interview at Disguise Technologies
✨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.
