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- Tasks: Lead the Customer Success team and drive customer retention and revenue growth.
- Company: Join one of the UK's fastest-growing marketing automation platforms.
- Benefits: Competitive salary, flexible working, and opportunities for career development.
- Why this job: Make a real impact by shaping customer experiences and driving business success.
- Qualifications: Experience in B2B SaaS Customer Success and a track record of reducing churn.
- Other info: Dynamic hybrid role based in Leeds with a focus on teamwork and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join one of the North's fastest-growing tech companies. Force24 is one of the UK’s fastest-growing marketing automation platforms. In what is a really exciting time for our business, this opportunity will see the chosen candidate lead our Customer Success team. We help organisations across sectors including automotive, travel, attractions, recruitment, and more turn their marketing into a revenue engine, through a combination of tech, people and AI. We’re looking for a Head of Customer Success to take ownership of the post-sale customer experience and build it into a strategic growth function. This isn’t a reactive support role, it’s a commercial leadership position where you’ll directly influence retention, expansion revenue, and how quickly our customers get to value.
You’ll report directly to our CRO and lead a team of six, with the mandate to reduce churn, increase platform adoption, and turn our customers into our biggest competitive advantage.
WHAT YOU’LL DO- Own customer retention. Build a systematic, data-driven approach to reducing churn — from early warning health scores to proactive intervention playbooks.
- Drive platform adoption. Design the framework that gets customers from onboarding to full platform utilisation faster, with clear adoption milestones tied to business outcomes.
- Deliver a revenue growth plan. Identify and execute upsell and cross-sell opportunities across the customer base, contributing directly to Net Revenue Retention targets.
- Get customers to value quickly. Champion our “Getting to Value” programme, ensuring every customer sees tangible results in their first 90 days.
- Be the voice of the customer. Work across Sales, Marketing, Operations, and Product to ensure customer insight shapes our roadmap, our messaging, and our processes.
- Build and lead the team. Develop a high-performing CS team with clear KPIs, career pathways, and a culture focused on outcomes, not just activity.
- You’ve led Customer Success in a B2B SaaS business and have a track record of measurably reducing churn and growing NRR.
- You think in systems and build repeatable processes, not one-off heroics. Health scoring, playbooks, and adoption frameworks are second nature.
- You’re commercially sharp. You understand how customer outcomes connect to revenue and you can articulate value in the language of the boardroom.
- You’ve managed and developed CS teams of 5+ people, building cultures where people grow and deliver.
- You thrive cross-functionally and have built strong working relationships with Sales, Marketing, and Product teams.
- You’re data-driven but people-first. Dashboards inform your decisions, but relationships drive your results.
- You’ve worked in marketing automation, martech, or a related SaaS category.
- You know the UK mid-market - the pace, the pragmatism, the decision-making.
- You’ve operated across vertical markets (automotive, travel, leisure, recruitment are our sweet spots).
- You’re familiar with value-based qualification frameworks like MEDDIC, POMRICED, or similar.
This is a hybrid role, based in Leeds but with flexible working. The salary is competitive based on experience.
Head of Customer Success in Leeds employer: Force24
Contact Detail:
Force24 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show us you understand our mission and values, and how you can contribute to our Customer Success team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Head of Customer Success. Highlight your achievements in reducing churn and driving revenue growth.
✨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 take that extra step.
We think you need these skills to ace Head of Customer Success in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Customer Success. Highlight your experience in reducing churn and driving revenue growth, as these are key aspects of the job. We want to see how your past roles have prepared you for this exciting opportunity!
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 to new heights. Be sure to mention specific strategies you've implemented in the past that align with our goals.
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 decisions in previous roles. Whether it's health scores or adoption frameworks, we want to see your analytical side in action!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Force24
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics related to customer success, such as churn rates and Net Revenue Retention (NRR). Be ready to discuss how you've successfully influenced these metrics in your previous roles, as this will show your understanding of the commercial impact of customer success.
✨Demonstrate a Data-Driven Approach
Prepare examples of how you've used data to drive decisions in customer success. Whether it's health scoring or playbooks, be specific about the systems you've implemented and the results they achieved. This will highlight your ability to build repeatable processes that lead to tangible outcomes.
✨Showcase Cross-Functional Collaboration
Think of instances where you've worked closely with Sales, Marketing, or Product teams. Be ready to share how these collaborations have led to improved customer experiences or revenue growth. This will demonstrate your ability to thrive in a cross-functional environment, which is crucial for the role.
✨Articulate Value in Business Terms
Practice explaining customer outcomes in terms that resonate with business leaders. Use examples from your past experience to illustrate how you've connected customer success initiatives to revenue growth. This will show that you can communicate effectively in the boardroom and understand the bigger picture.
