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For Companies At a Glance
- Tasks: Lead and scale the global customer experience function, ensuring satisfaction and loyalty.
- Company: Join a dynamic team in a remote-first, innovative culture.
- Benefits: Flexible work environment, professional development, and the chance to shape customer success.
- Why this job: Make a real impact on client experiences while leading a high-performing team.
- Qualifications: 5+ years in customer success, with leadership experience and strong communication skills.
- Other info: Collaborate with diverse teams and drive measurable results in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in the United Kingdom. We are seeking a strategic and experienced Head of Customer Success to lead and scale the global customer experience function. This role offers full ownership of the end-to-end customer journey, from onboarding to post-sales support, ensuring satisfaction, loyalty, and operational excellence. You will build, mentor, and inspire a high-performing team while collaborating closely with sales, marketing, and technical partners to enable growth and optimize processes. The position combines strategic leadership with hands-on problem-solving, requiring a proactive approach to improving workflows, automation, and customer communications. The ideal candidate thrives in a fast-paced, remote environment, enjoys driving measurable impact, and is passionate about delivering exceptional client experiences on a global scale.
Accountabilities
- Lead and manage the customer success function, establishing scalable strategies, KPIs, and team goals aligned with business objectives.
- Build, mentor, and guide a high-performing team across support, aftersales, and service coordination.
- Oversee post-sales operations including client onboarding, equipment setup, technical coordination, and ongoing support.
- Enable sales processes through effective communication across email, SMS, and social channels, ensuring accurate quotes, invoices, and order follow-ups.
- Manage shipping, damages, returns, and related customer communications, optimizing processes in collaboration with logistics teams.
- Identify recurring operational challenges and implement process improvements or automation to enhance both efficiency and client experience.
- Collaborate cross-functionally with marketing, sales, and technical teams to support growth initiatives and enhance customer satisfaction.
Requirements
- Minimum 5 years of experience in client-facing operations or customer success roles, with at least 2 years in a leadership capacity.
- Strong background in e-commerce operations; experience with Shopify and QuickBooks preferred.
- Excellent written and verbal communication skills, with an ability to manage complex client interactions effectively.
- Strong analytical, problem-solving, and process improvement skills with high attention to detail.
- Experience in professional coffee equipment, specialty coffee, or related industries is a plus.
- Proven ability to lead remote, globally distributed teams and drive measurable results.
Benefits
- Remote-first, flexible work environment with a globally distributed team.
- Opportunity to lead and shape a high-impact customer success function.
- Collaborative and passionate culture, driven by innovation and excellence.
- Exposure to fast-growing, high-impact projects and meaningful professional development.
Head of Customer Success (Remote from United Kingdom) in London employer: Jobgether
Contact Detail:
Jobgether Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success (Remote from United Kingdom) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or through professional groups. 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. We want you to show how your experience aligns with their goals, especially in customer success. Tailor your answers to highlight your strategic leadership skills!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. This will help you articulate your thoughts clearly and confidently, especially when discussing your past successes in client-facing roles.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for their customer success team.
We think you need these skills to ace Head of Customer Success (Remote from United Kingdom) in London
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 client-facing operations and leadership, and show us how you can drive measurable impact in a fast-paced environment.
Showcase Your Communication Skills: Since excellent written and verbal communication is key for this role, use your application to demonstrate these skills. Keep your language clear and concise, and make sure to convey your passion for delivering exceptional client experiences.
Highlight Relevant Experience: Don’t forget to mention any experience you have with e-commerce operations, especially if you've worked with tools like Shopify or QuickBooks. This will help us see how you can hit the ground running in our remote-first team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead our customer success function!
How to prepare for a job interview at Jobgether
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and KPIs relevant to the role. Be ready to discuss how you've used these metrics in past roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in remote settings. Talk about how you've built and mentored teams, and share specific instances where your guidance led to measurable results.
✨Understand the Company’s Products and Services
Research the partner company’s offerings, particularly in e-commerce and any relevant industries like specialty coffee. Being knowledgeable about their products will help you demonstrate your passion for delivering exceptional client experiences.
✨Prepare for Cross-Functional Collaboration Questions
Expect questions about how you would collaborate with sales, marketing, and technical teams. Think of examples from your past where you successfully worked across departments to optimise processes and improve customer communications.
