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- Tasks: Lead and scale a global Customer Success team in an AI-driven fitness tech company.
- Company: Join a fast-growing tech business transforming the fitness and wellness industry.
- Benefits: Competitive salary, performance bonuses, equity options, and strong benefits.
- Why this job: Shape customer success strategy and make a meaningful impact on fitness operators worldwide.
- Qualifications: 5+ years in senior customer success leadership, preferably in SaaS.
- Other info: Collaborate with passionate teams and drive global customer success transformation.
The predicted salary is between 75000 - 90000 £ per year.
The UK's leading specialist fitness and leisure recruitment agency.
Location: Remote
Salary: £75,000 – £90,000 base salary
Reports to: COO
About the Company
You’ll be joining one of the fastest-growing global technology businesses transforming the fitness and wellness industry through cutting-edge, AI-powered SaaS software. Our platform enables health clubs, gym chains, and fitness operators to drive member engagement, retention, business growth, and operational excellence through intelligent automation and data-driven insights — reshaping how fitness businesses manage and scale operations internationally.
As part of an ambitious and mission-led team, you’ll work closely with product, sales, and engineering functions to elevate customer experience, success outcomes, and long-term value delivery at scale.
As the Global Head of Customer Success, you will:
- Strategic Leadership
- Lead and scale the global Customer Success organisation — hiring, mentoring, and developing a high-performing team.
- Define and execute a world-class customer success strategy that maximises retention, expansion, and advocacy across enterprise and mid-market segments.
- Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.
- Customer Lifecycle Ownership
- Drive customer onboarding excellence, ensuring rapid time-to-value across all new clients.
- Own global success metrics such as churn, expansion revenue, net retention, customer health scores and customer satisfaction (NPS/CES).
- Build scalable frameworks for enablement, adoption, and value realisation across all key accounts.
- Cross-Functional Influence
- Collaborate with Product, Sales, Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.
- Be a key voice representing the customer in strategic business discussions.
- Thought Leadership & Advocacy
- Develop and champion a customer advocacy programme — including references, case studies, and community events.
- Act as a trusted advisor and executive sponsor for strategic clients.
Who You Are
You are a passionate, highly experienced customer success leader with a strong background in tech / SaaS and a proven ability to scale global success functions. You bring:
- Essential Skills & Experience
- 5+ years in senior customer success leadership — preferably at a SaaS technology business with global customers.
- Strong operational experience building scalable processes, programmes and metrics-driven teams.
- Exceptional people leader with a track record of developing and retaining high-performing teams.
- Excellent communicator and collaborator, comfortable engaging with C-suite customers and internal stakeholders.
- Commercial mindset with a strong understanding of SaaS KPIs — churn, expansion, renewal and lifetime value.
- Nice to Have
- Experience in fitness technology, wellness, or AI-driven SaaS environments.
- Background working with enterprise or multi-region accounts.
- Familiarity with CRM, success automation, analytics platforms, or customer health tooling (e.g. Gainsight, Salesforce, HubSpot).
Why Join
- Lead a global customer success transformation within a fast-expanding, AI-centric SaaS leader.
- Competitive UK salary band with performance bonus, potential equity options and strong benefits.
- Opportunity to shape both strategy and execution at an executive level.
- Work with a passionate team committed to meaningful impact on fitness operators worldwide.
Global Head of Customer Success in London employer: Love Recruitment
Contact Detail:
Love Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Head of Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to people in the fitness tech industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your expertise! Create content related to customer success in SaaS or fitness technology. Share your insights on social media to get noticed by potential employers.
✨Tip Number 3
Prepare for interviews by researching the company’s products and customer success strategies. Tailor your answers to show how you can elevate their customer experience.
✨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 are proactive!
We think you need these skills to ace Global Head of Customer Success in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Global Head of Customer Success. Highlight your experience in customer success leadership, especially in SaaS environments, and showcase any relevant metrics that demonstrate your impact.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about transforming the fitness industry and how your background aligns with our mission. Be sure to mention specific achievements that relate to customer retention and success.
Showcase Your Leadership Skills: We want to see your people leadership skills in action! Include examples of how you've built and developed high-performing teams, and how you've driven customer success strategies that led to measurable outcomes.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Love Recruitment
✨Know Your Stuff
Before the interview, dive deep into the company’s mission and values. Understand their AI-driven fitness technology and how it impacts customer success. This will help you articulate how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led customer success teams in the past. Highlight specific metrics you've improved, like churn rates or customer satisfaction scores, to demonstrate your impact.
✨Be a Problem Solver
Think about potential challenges the company might face in scaling their customer success function. Be ready to discuss innovative solutions or strategies you've implemented in similar situations.
✨Engage with Questions
Prepare thoughtful questions that show your interest in the role and the company. Ask about their current customer success strategies or how they measure success. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
