At a Glance
- Tasks: Lead the Customer Success team to drive customer satisfaction and growth.
- Company: Join Inflo, a fast-paced tech company transforming the audit industry.
- Benefits: Enjoy flexible working, generous holiday, and professional development opportunities.
- Other info: Be part of a dynamic team with a culture of innovation and collaboration.
- Why this job: Make a real impact by enhancing customer experiences and driving success.
- Qualifications: Experience in Customer Success leadership within B2B SaaS is essential.
The predicted salary is between 85000 - 105000 £ per year.
The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base. Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation.
Responsibilities
- Lead and manage the Customer Success team, driving performance, engagement, and development.
- Define and execute the Customer Success strategy aligned to revenue and growth objectives.
- Oversee customer onboarding, adoption, retention, and growth initiatives.
- Act as an escalation point for key customer issues.
- Drive customer advocacy and contribute to expanding customer relationships.
Scope of Work
- Develop and implement a comprehensive Customer Success strategy to improve satisfaction, retention, and growth.
- Set and track key KPIs including retention, adoption, NPS, pipeline growth, and expansion revenue.
- Oversee onboarding processes to ensure successful implementation and early value delivery.
- Create and embed adoption strategies to increase usage of key product features and modules.
- Identify and mitigate churn risks through proactive customer engagement.
- Build strong relationships with customer stakeholders, including executive sponsors.
- Collaborate with Sales, Marketing, and Product to drive upsell and cross‑sell opportunities.
- Champion the voice of the customer internally to influence product and business decisions.
- Lead Customer Success alignment with Revenue Function goals (acquisition, onboarding, growth, retention).
- Apply EOS (Traction) principles in line with Leadership and Senior Management Teams.
Tools/Systems Used
- CRM and customer lifecycle management tools.
- AI driven customer success intelligence tools.
- Reporting and analytics tools (e.g. NPS, usage data).
- Internal collaboration and communication tools.
Team Interaction
- Lead and develop the Customer Success team (including hiring, onboarding, performance management, and coaching).
- Work closely with the Chief Revenue Officer on strategy and performance.
- Partner with Sales, Marketing, Product, and other revenue teams.
- Engage directly with customers and key stakeholders.
- Collaborate with Leadership and Senior Management Teams to drive alignment.
Required/Desired Skills & Qualifications
- Experienced in Customer Success leadership roles within a B2B SaaS environment.
- Strong experience in customer retention, growth, and driving product adoption.
- Experience managing teams (including hiring, coaching, and performance management).
- Understanding of customer success metrics (NPS, churn, expansion, adoption).
- ACA / ACCA / CPA / CA qualification (or equivalent).
- Experience within accounting, tax, or audit software (Desirable).
- Experience in technology adoption and implementation (Desirable).
- Project management experience (Desirable).
Behavioural Traits
- Customer‑centric and outcomes‑focused.
- Proactive with a strong ownership mindset.
- Driven to achieve growth and performance targets.
- Positive, resilient, and adaptable in a fast‑paced environment.
Interpersonal Skills
- Excellent stakeholder management and relationship‑building skills.
- Strong leadership, coaching, and mentoring ability.
- Confident communicator across all levels, including senior stakeholders.
- Ability to influence cross‑functional teams and drive alignment.
Cognitive Abilities
- Strong strategic thinking and decision‑making skills.
- Ability to interpret customer data and translate insights into action.
- Problem‑solving mindset with a focus on continuous improvement.
- Ability to balance long‑term strategy with day‑to‑day operational delivery.
Core Values in Action
- Science – Uses customer data, feedback, and performance metrics (e.g. NPS, usage, retention) to inform decisions and continuously improve customer outcomes.
- Ownership – Takes full accountability for customer success performance, ensuring strong adoption, retention, and growth across the customer base.
- Openness – Builds transparent and trusted relationships with customers and internal teams, championing feedback and collaboration.
- Agility – Adapts customer strategies and approaches in response to feedback, product changes, and evolving customer needs.
THE COMPANY
Inflo is a fast‑paced, agile, and rapidly scaling technology company. Founded in 2015, we have established Inflo as an innovative and impactful tech business, securing a global customer base of high‑profile accounting firms and networks. We are passionate about the accounting profession we serve and focus on driving long‑term success, both in our business and those we work with. This has resulted in Inflo’s SaaS platform winning multiple awards, including International Accounting Bulletin’s Accountancy Software of the Year twice, the Queens Award for Innovation and the Boomer Technology & Innovation Visionary award.
THE CULTURE
Inflo was established by former auditors who were motivated to transform their field and liberate auditors from monotonous, repetitive tasks. Our team, a collective of enthusiastic, diverse individuals, operates out of three global locations: the US, the UK, and Australia. Each day, our team significantly contributes to both our business and the evolution of the audit industry. We maintain an optimal balance, embracing the agility and collaborative spirit of a start‑up, unencumbered by rigid corporate structures, yet with the stability, resources, and professionalism of an established, international company. Our core values are the essence of our operations:
- Science – We experiment and make decisions based on data over intuition.
- Ownership – We empower our people and embrace accountability.
- Openness – We share, challenge and embrace feedback, learning from our successes and failures.
- Agility – We have a bias for action and iteratively solve problems.
THE OFFER
As an Inflo employee, you’ll enjoy the following benefits:
- 7% Employer pension contributions providing you are a member of the scheme.
- 25 days holiday + UK bank holidays, with an additional 0.5 days for every year of service.
- 4x Salary life assurance.
- Private medical insurance with Bupa.
- Medical cash back scheme (for optical, dental etc).
- Flexible working environment – work whenever and wherever that suits you.
- Employee Referral scheme bonus of £1,000.
- Financial support to enhance your home working environment.
- Opportunity to work from home as a fully remote role within the UK.
- Opportunity to meet Quarterly in Newcastle with an evening social.
- Invitation to our Annual Global Gathering.
- Continued professional development.
Head of Customer Success UK, United Kingdom employer: Inflo (Inflo Limited)
Inflo is an exceptional employer that champions a dynamic and inclusive work culture, where innovation thrives and employees are empowered to take ownership of their roles. With a strong focus on professional development, flexible working arrangements, and a commitment to employee well-being, Inflo offers a unique opportunity to contribute to the evolution of the audit industry while enjoying competitive benefits and a supportive team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success UK, United Kingdom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Inflo (Inflo Limited). 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 Inflo (Inflo Limited) 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 UK, United Kingdom
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 Inflo (Inflo Limited):Your cover letter is your chance to shine! Tell us why you want to work at Inflo (Inflo Limited) 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 Inflo (Inflo Limited)!
How to prepare for a job interview at Inflo (Inflo Limited)
✨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.
