Head of Client Success - scale up SaaS platform in London

We’re looking for a Head of Customer Success who’s excited by the chance to take something good and turn it into something exceptional. This is a role for someone who cares deeply about customers, knows how to build high-performing teams, and loves bringing clarity, structure and momentum to a fast-growing SaaS environment. You’ll lead a small but mighty Customer Success team (with plans to grow), own the full customer lifecycle and build the processes, rhythm and culture that help retailers get real, measurable value from HubBox. From onboarding and activation to enterprise relationships, renewals and expansion, you’ll make sure our customers feel supported, connected and confident at every stage. This is a high-impact leadership role with plenty of space to shape the function, influence product direction and create a CS engine that scales.

HubBox makes it easy for any retailer to offer local pickup at their online checkout. Trusted by 1,500+ global brands, including Macy’s, Gap and Selfridges, HubBox cuts shipping costs and boosts cart conversions for retailers, while providing the flexible, convenient delivery option that 70% of shoppers want. As a strategic tech partner to leading carriers like UPS, DPD, DHL and Royal Mail, HubBox quickly and reliably increases OOH network volume – adding millions of extra packages every year to drive long-term, sustainable growth.

What You’ll Be Doing

• Define the targeting, KPIs and success metrics that give the team clarity on what good looks like.
• Take ownership of customer data and performance, using insights to guide decisions and improve how we deliver value.
• Build a clear, repeatable upsell process and engine, partnering with Sales where needed.
• Lead, coach and grow the Customer Success team, creating a positive, high-performing environment.
• Shape a smooth, structured customer journey with a strong focus on onboarding, activation and long-term value.
• Strengthen relationships across SMB to enterprise accounts, reducing churn and supporting long-term retention.
• Work closely with Product and Engineering to bring customer feedback into roadmap decisions.
• Improve CS processes, tooling and automation so the function can scale effectively as HubBox grows.

Experience That Fits This Role

• Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment, ideally working with a mix of SMB, mid-market and enterprise customers.
• Strong background in managing complex client relationships, preventing churn and owning growth within existing accounts.
• Comfortable building structure where it’s needed - lifecycle management, processes, playbooks, reporting, KPIs and tooling.
• A data-driven approach with the ability to turn insights into action and make decisions based on what you’re seeing, not gut feel alone.
• Confident working closely with Product, Engineering and Sales, and experienced in bringing customer feedback into product direction.
• Technically confident and quick to learn new software and platforms.
• An excellent communicator. Clear, calm, practical and able to have honest conversations and build trust quickly.
• Highly organised, steady under pressure and capable of juggling multiple customer needs without losing clarity.
• Experience in ecommerce, logistics, retail tech or working with carriers is a nice bonus but not essential.
• Proven experience of managing and developing teams, with a genuine passion for people, coaching and creating a positive team culture.

Some of the Tech & Tools we use

• HubSpot
• Atlassian - Jira & Confluence
• Google - Mail, Calendar, Drive
• Slack
• Figma

Our Values

• We collaborate: Open conversations, fresh perspectives and real connections with our colleagues, clients and partners are at the heart of HubBox.
• We’re agile: Retail moves fast, and so do we. We’re constantly innovating so we can continue to shape the future of shipping with the Power of Pickup.
• We put people first: From celebrating team wins to acting on feedback, HubBox is a place where people feel truly seen and valued.

As HubBox continues to scale, we really value face-to-face connection - so it’s important that you’re visible. We’re proud of the spaces we’ve created for the HubBox team, and because of that, you’ll need to be within easy reach of the office and commit to being in the office a minimum of 3 days a week.

Don’t tick every box? That’s okay. The diversity of our team reflects the diversity of our clients, partners and customers. We don’t just welcome diverse communities – we celebrate them. We’ve built an environment where everyone is supported and respected, and we want you to feel that too. We value fresh ideas, different ways of thinking, and new approaches – and we listen closely. We’re committed to learning and improving as we grow.

What’s in it for you?

• 25 days holiday per calendar year plus the usual public holidays - and you then get an extra day for every year you work at HubBox up to 30 days.
• Enhanced Paid Parental Leave.
• Work Outside the Office (WOO) for up to 2 weeks a year.
• Pension contribution on qualifying earnings (not a perk, but still an important part of the package).
• A great space to work - our Old Street office is more than just a desk. It’s a buzzing, well-designed hub for collaboration, creativity and a bit of fun, all just a short walk from several tube stations.