Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the transformation of Customer Success into a data-driven, scalable model.
- Company: Join a high-growth tech organisation focused on innovation.
- Benefits: Competitive salary and the chance to drive meaningful change.
- Why this job: Take ownership of a critical transformation programme with leadership support.
- Qualifications: Experience in Customer Success transformation within SaaS or B2B environments.
- Other info: Opportunity for impactful work and career growth in a dynamic setting.
The predicted salary is between 70000 - 90000 £ per year.
Jo Holdsworth Recruitment are delighted to be partnering with a high-growth technology organisation to appoint a Customer Success Transformation Lead on a 12-month contract. This is a senior, delivery-focused transformation role with full ownership of evolving the Customer Success function into a scalable, data-driven, and commercially effective operating model.
You will lead a full end-to-end transformation of Customer Success - moving from a relationship-led approach to a structured, metrics-driven model that improves time-to-value, reduces cost-to-serve, and drives retention and expansion.
The RoleYou will take ownership of redesigning the Customer Success operating model across all segments, introducing clear service tiers, improving onboarding and renewal processes, and embedding automation and self-service at scale. A key focus will be building a predictable, insight-led function - where performance is driven by clear metrics, and teams are focused on high-impact activity that delivers commercial value.
Key Responsibilities- Lead the end-to-end transformation of the Customer Success operating model
- Design and implement segmented, tiered service models across customer groups
- Embed a metrics-driven approach across TTV, cost-to-serve, retention (GRR/NRR), and adoption
- Deliver a scalable self-serve model for long-tail customers, reducing reliance on manual support
- Redesign onboarding, renewal, and expansion processes to improve efficiency and outcomes
- Leverage CRM and tooling (HubSpot preferred) to automate workflows and improve visibility
- Act as the accountable lead for delivery, driving pace, alignment, and decision-making across the business
Proven track record delivering Customer Success or post-sales transformation within a SaaS or B2B technology environment. Strong experience operating at Director level, with ownership of commercial and operational outcomes. Demonstrable impact on time-to-value, cost-to-serve, retention, and expansion. Experience building scalable service models, segmentation frameworks, and CS metrics. Strong commercial and analytical mindset, with a focus on measurable delivery. Confident operating at senior stakeholder level, with the ability to drive change in complex environments.
This is an opportunity to take full ownership of a critical transformation programme, with clear backing from leadership and a mandate to deliver meaningful, lasting change.
Change Manager in Leeds employer: Jo Holdsworth Recruitment Ltd.
Contact Detail:
Jo Holdsworth Recruitment Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Change Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry and let them know you're on the hunt for a Change Manager role. You never know who might have the inside scoop on opportunities or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company’s current Customer Success strategies. Be ready to discuss how you can transform their approach into a metrics-driven model, showcasing your experience in similar roles.
✨Tip Number 3
Practice your pitch! When you get that interview, make sure you can clearly articulate your vision for evolving the Customer Success function. Highlight your past successes in driving retention and expansion through structured service models.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Change Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Change Manager role. Highlight your experience in transforming Customer Success functions and any metrics-driven achievements you've had. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this transformation role. Share specific examples of your past successes and how they relate to the responsibilities outlined in the job description.
Showcase Your Analytical Skills: Since this role is all about data-driven decision-making, make sure to highlight your analytical mindset. Include any relevant metrics or KPIs you've worked with in previous roles to demonstrate your ability to drive measurable outcomes.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Don’t miss out on this opportunity!
How to prepare for a job interview at Jo Holdsworth Recruitment Ltd.
✨Know Your Metrics
As a Change Manager, you'll need to demonstrate your understanding of key performance indicators. Brush up on metrics like time-to-value and cost-to-serve, and be ready to discuss how you've used data to drive decisions in past roles.
✨Showcase Transformation Experience
Prepare specific examples of successful transformations you've led, especially in Customer Success or SaaS environments. Highlight your role in redesigning service models and improving processes, as this will resonate with the interviewers.
✨Understand the Company’s Vision
Research the technology organisation you're interviewing with. Understand their current Customer Success model and think about how you can contribute to evolving it into a scalable, metrics-driven approach. This shows initiative and genuine interest.
✨Engage with Stakeholders
Since you'll be operating at a senior level, practice articulating how you would engage with various stakeholders. Be prepared to discuss strategies for driving alignment and decision-making across teams, as this is crucial for the role.