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- Tasks: Lead the Customer Success team, ensuring operational excellence and measurable performance.
- Company: Join Fliplet, a fast-growing no-code app-building platform trusted by top law firms globally.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Why this job: Make a real impact in a pivotal role driving customer success and operational efficiency.
- Qualifications: Experience in B2B SaaS Customer Success and strong leadership skills required.
- Other info: Opportunity to shape the future of customer success in a rapidly growing company.
The predicted salary is between 48000 - 72000 £ per year.
Fliplet is a fast-growing no-code / low-code app-building platform used by over 60 leading law firms and professional services organisations globally. We enable teams to build powerful mobile and web apps without traditional development effort — combining the speed of no-code with the flexibility of enterprise-grade configuration. Today, over 120,000 users across 20+ countries rely on Fliplet every month. We’re at an important stage of growth: the product is proven, the client base is sophisticated, and the next phase is about operational excellence, consistency, and scale.
Mission
To own and run the Customer Success engine end to end — ensuring predictable delivery, measurable adoption, and scalable CS operations that support Account Management-led renewals. This is an ops-led CS leadership role, not a relationship-only or renewal-owning position.
What you’ll be responsible for
- CS metrics & performance ownership (non-negotiable)
- You will define, own, and report on the CS input metrics that underpin retention and expansion, including:
- CSAT
- License Consumption Percentage (LCP)
- Adoption depth and time-to-value
- Delivery predictability and quality
- You are accountable for:
- setting targets
- tracking performance
- driving corrective action
- Own and continuously improve Fliplet’s CS methodology
- Define and maintain:
- playbooks
- templates
- workflows
- Own the end-to-end delivery of Service Day work
- Ensure projects are:
- correctly scoped
- commercially viable
- delivered to a consistent standard
- Lead, coach, and performance-manage the CS team (Senior & Junior)
- Set clear standards for:
- client outcomes
- professional behaviour
- weekly metrics
- monthly reviews
- quarterly planning
- Own CS capacity forecasting and planning
- Identify pressure points early
- Make and communicate trade-offs clearly
- Work closely with:
- Account Management (renewals & commercial strategy)
- Support (trend analysis, escalations)
What this role is NOT
Owning renewals or revenue targets (AM-led)
What success looks like (12 months)
- CS metrics are clear, trusted, and used in decision-making
- AMs have confidence in CS inputs going into renewals
- Service Days are predictable and ROI-driven
- Delivery quality is consistent across clients
- Capacity issues are forecast, not reactive
- The CS function runs without constant senior intervention
Experience we’re looking for
Required
- Led Customer Success or CS Operations in a B2B SaaS environment
- Owned CS metrics, OKRs, and reporting
- Experience with service-day / consulting / professional services models
- Strong operational background: capacity planning, process design, reporting
- Proven people leadership and performance management experience
- Comfortable owning accountability without owning revenue
Attributes
- Operationally minded, not fluffy
- Comfortable making decisions and trade-offs
- Clear communicator who creates alignment
- Calm and credible under pressure
- Values consistency, quality, and continuous improvement
Head of Customer Success employer: Fliplet
Contact Detail:
Fliplet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Fliplet or similar companies. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for interviews by diving deep into Customer Success metrics. Know your CSAT, LCP, and how to drive adoption. Show us you can own these metrics and make them work for you!
✨Tip Number 3
Practice your storytelling skills. Be ready to share specific examples of how you've led teams, improved processes, and delivered results. We want to hear about your journey and how it aligns with our mission.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Fliplet family.
We think you need these skills to ace Head of Customer Success
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 B2B SaaS and operational excellence, as we want to see how you can drive our Customer Success engine.
Showcase Your Metrics Mastery: Since metrics are a big deal for us, be sure to include specific examples of how you've owned and reported on CS metrics in the past. We love numbers, so don’t shy away from showcasing your achievements!
Demonstrate Leadership Skills: We’re looking for someone who can lead and develop a team. Share your experiences in coaching and performance management, and how you’ve built a high-accountability culture in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Fliplet
✨Know Your Metrics
Make sure you’re well-versed in key Customer Success metrics like CSAT and License Consumption Percentage. Be ready to discuss how you've used these metrics in previous roles to drive performance and improve client outcomes.
✨Showcase Your Operational Skills
Prepare examples that highlight your experience in capacity planning and process design. Fliplet is looking for someone with a strong operational background, so be ready to explain how you've successfully implemented systems and methodologies in past positions.
✨Demonstrate Leadership Experience
Think of specific instances where you’ve led a team or managed performance. Discuss how you set standards, developed skills pathways, and built a high-accountability culture. This will show that you can lead the Customer Success team effectively.
✨Align with Their Vision
Understand Fliplet's mission and values, especially around operational excellence and consistency. Be prepared to discuss how your approach aligns with their goals and how you can contribute to their growth phase.
