Head of Customer Success in Manchester

Role Purpose

The Head of Customer Success is a senior leadership role responsible for the full Customer Success Team at MaxContact. You will own the post‑sale customer experience end‑to‑end, from onboarding and adoption through to retention, expansion and long‑term value delivery across our SaaS contact centre platform. This is a people‑first, commercially‑grounded leadership role. You will build, develop and inspire a high‑performing team across multiple disciplines: Customer Success Management, Adoption, Enablement and Customer Care.

Key Responsibilities

• People Leadership and Team Development: This is the core of the role. You are responsible for the performance, development and culture of the entire Customer Success Team. Lead, coach and develop a multi‑disciplinary team spanning Customer Success Management, Adoption, Enablement and Customer Care. Conduct regular, high‑quality 1:1s and performance reviews that are developmental, not just operational. Identify skills gaps proactively and implement structured learning and development plans before gaps become delivery risks. Champion AI literacy and enablement across the team – building confidence in the use of AI tools as part of everyday work, and ensuring capability development keeps pace with how the role is evolving.
• Customer Retention and Commercial Performance: Own adoption across the customer base as your primary commercial metric. Own and develop the customer health framework that enables proactive intervention before churn risk becomes churn reality. Oversee customer success plans across all segments, ensuring outcomes are measurable and tracked. Partner closely with the Account Management and Sales teams to align on expansion opportunities and ensure handoffs are seamless.
• Operational Excellence and Scalability: Design, implement and continuously improve the operating model for the Customer Success Team. Build scalable playbooks that reduce reliance on individual heroics and enable consistent, repeatable outcomes across the team. Own the tooling and systems stack for the function and ensure they are used effectively across CRM, customer success platforms, ticketing and knowledge management. Lead AI adoption across the Customer Success Team, identifying where AI tools can meaningfully improve productivity, customer insight, content creation and operational efficiency – and ensuring the team is equipped and confident to use them. Drive cross‑functional collaboration with Product, Engineering, Sales and Marketing, ensuring the CST is well‑connected and its insights are feeding into the business.
• Strategy, Reporting and Commercial Governance: Input into the Customer Success strategy, translating business objectives into a clear departmental roadmap with measurable milestones. Present regular performance reporting to the leadership team covering utilisation, adoption, leads in the base, customer health, team capacity and delivery quality. Build a data‑driven function where decisions are made on evidence, not instinct, and where performance is visible and understandable at every level. Identify and articulate the commercial value of the CST to the wider business, making the function’s contribution to revenue protection and growth visible. Lead continuous improvement across the function, regularly reviewing what is and is not working and implementing changes with pace and discipline.

The Team You Will Lead

The Customer Success Team is a multi‑disciplinary function responsible for the full post‑sale customer experience at MaxContact. The Head of Customer Success will oversee the following disciplines:

Experience and Attributes

• Proven experience leading a Customer Success or Customer Operations function in a B2B SaaS business.
• Strong people leadership credentials, with demonstrable experience developing teams, building progression frameworks and coaching managers.
• Commercial fluency: you understand NRR, churn, customer health scoring, expansion revenue and how CS contributes to the financial performance of the business.
• Experience designing and implementing scalable operating models, playbooks and frameworks in a growing business.
• Confident communicator and presenter at senior leadership and board level, with the ability to translate operational detail into strategic narrative.
• Data‑driven approach to decision‑making.
• Strong cross‑functional collaboration skills, particularly with Sales, Product and Engineering.
• Experience managing multi‑disciplinary teams.
• Background in or strong familiarity with contact centre technology, CCaaS, or adjacent SaaS markets.
• Experience building or improving technical delivery functions alongside customer success, such as solutions engineering or professional services.
• Exposure to a high‑growth, scaling business environment where process and structure have needed to be built from the ground up.
• Practical experience or genuine curiosity around AI tools in a CS or operational context.
• Experience leading a team through adoption of new technology or AI‑powered tooling, including managing the cultural and capability change that comes with it.

Values and Behaviours

• Ownership: takes full accountability for outcomes, not just activity, and does not wait to be asked.
• Clarity: communicates with precision and confidence at every level of the business.
• Drive: sets ambitious standards and holds the team to them with energy and urgency.
• Commercial instinct: understands revenue, margin and growth, and makes decisions that protect and build commercial value.

Success Measures

• Net Revenue Retention (NRR): at or above target, with clear visibility of risk accounts and proactive management of expansion opportunities.
• Gross Retention: reduction in avoidable churn.
• Team Performance and Development: every team member has a development plan.
• Operational Scalability: processes and playbooks documented and functioning, with the function not dependent on key individuals.
• Reporting Quality: regular, accurate, commercially credible reporting.
• Cross‑Functional Collaboration: CS is trusted and well‑regarded across the business.

Benefits and Perks

• Competitive Salary and Performance related bonus.
• 25 days annual leave plus your birthday off – so you can genuinely switch off, recharge, and bring your best self to work.
• Increased holiday entitlement with length of service – we recognise commitment and loyalty.
• Enhanced maternity and paternity packages – we support our people at every stage of life.
• Life insurance – providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
• Enhanced pension options – we help you invest in your future, not just your role today enabling you to make it count over the long term.
• Company‑paid sick leave – we trust our people to take the time they need to recover and return well.
• Personal training allowance – we invest in your growth and encourage continuous learning.
• Buy and sell holiday options – flexibility matters.
• Social, charity and culture committee events – we believe strong connections build great teams.
• Hybrid working (minimum two days in the office) – we balance flexibility with collaboration.

AI in Our Hiring Process

At MaxContact, we expect engineers to work effectively with AI tools every day. We welcome candidates who use AI to prepare their applications and encourage you to demonstrate your ability to collaborate with AI during any take‑home assessments. During live interviews, we will assess your ability to think through problems and make engineering decisions, both with and without AI assistance.