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- Tasks: Lead customer success for seven enterprise accounts, ensuring growth and retention.
- Company: Dynamic startup focused on innovative customer solutions.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a fast-paced environment with a focus on innovation and collaboration.
- Why this job: Make a real impact by driving customer success and building strong relationships.
- Qualifications: Experience in B2B SaaS, team management, and proven account growth.
The predicted salary is between 60000 - 80000 £ per year.
We're looking for a Senior Customer Success Manager to own the commercial relationships across our seven enterprise accounts. You'll be the single point of accountability for retention, expansion, and account health - leading a small team and working alongside our technical and catalogue colleagues to make sure every customer is growing, healthy, and likely to renew. This is a role for someone who thrives on owning a book of business, building trust with senior stakeholders, and finding commercial opportunities in existing relationships.
Why this role matters: We have seven enterprise accounts and no single commercially-minded owner sitting across them. The technical layer is covered. The catalogue layer is covered. What's missing is someone who takes full responsibility for whether each account is healthy, growing, and staying with us, and who can lead the team around them to deliver it consistently.
What you’ll do:
- Own account success: Manage renewals across seven accounts, track health signals, identify risks early, and lead QBRs and success planning.
- Drive growth: Build strong commercial relationships and progress expansion opportunities across multiple accounts.
- Lead delivery: Manage and develop a small team, aligning implementation, technical delivery, and commercial outcomes into one seamless customer experience.
- Bridge teams: Translate customer needs into clear inputs for product/tech teams, and communicate value back to customers in a commercially impactful way.
- Strengthen operations: Establish consistent onboarding, check-ins, and escalation rhythms while building playbooks to protect and grow accounts.
- Champion customers: Drive advocacy through case studies, references, and structured feedback.
Requirements:
- Experience and technical skills:
- Startup background has worked in a pre-seed, seed, or Series A environment, with evidence of wearing multiple hats, moving fast, and delivering under resource constraints.
- Enterprise customer success - significant experience in B2B SaaS customer success or commercial account management, with direct accountability for retention and expansion targets.
- People management experience - has managed or developed a team, ideally including technical or implementation roles.
- Proven expansion track record - specific growth delivered inside an existing account base, not just healthy retention numbers.
- Experience in a founder-led or scale-up environment - has built structure and process in an environment where neither fully existed yet.
- Technical fluency - can hold a credible conversation with technical stakeholders without deferring everything to engineering.
- Cross-functional collaboration - has managed accounts alongside technical and implementation colleagues and knows how to get the best from a multi-disciplinary team.
- Multi-account portfolio management - organised, disciplined, and effective across a complex book with competing priorities.
- Bonus: background in AI, computer vision, retail tech, FMCG, or field execution.
Head of Customer Success in London employer: Few&Far
Contact Detail:
Few&Far Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Success role. Personal referrals can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their customer success strategies and think about how you can contribute to their growth. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your experience in managing enterprise accounts and driving growth. Make sure you can share specific examples of how you've turned challenges into opportunities in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Customer Success in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in managing enterprise accounts and driving growth, as this is what we’re really looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve successfully retained and expanded accounts in the past. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for customer success and how you can contribute to our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining the StudySmarter family!
How to prepare for a job interview at Few&Far
✨Know Your Accounts Inside Out
Before the interview, dive deep into the seven enterprise accounts you'll be managing. Understand their history, current status, and any potential growth opportunities. This will show your commitment and readiness to take ownership of account success.
✨Showcase Your People Management Skills
Be prepared to discuss your experience in leading teams. Share specific examples of how you've developed team members and aligned them towards common goals. Highlighting your ability to manage a small team effectively will resonate well with the interviewers.
✨Demonstrate Cross-Functional Collaboration
Think of examples where you've successfully worked with technical and implementation teams. Be ready to explain how you translated customer needs into actionable insights for these teams, ensuring a seamless customer experience.
✨Prepare for Growth Conversations
Since driving growth is key in this role, come equipped with examples of how you've identified and capitalised on expansion opportunities in previous roles. Discuss your strategies for building strong commercial relationships and how you've turned those into tangible results.