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For Companies At a Glance
- Tasks: Lead Customer Success and Account Management teams to enhance client satisfaction and retention.
- Company: Join a dynamic credit software business focused on innovation and growth.
- Benefits: Enjoy a hybrid working model, competitive salary, and performance bonuses.
- Why this job: Make a real impact in a fast-paced environment while driving customer success and revenue growth.
- Qualifications: 5+ years in leadership roles within Customer Success or Account Management, preferably in SaaS or fintech.
- Other info: Opportunity for career progression in a company that values leadership and innovation.
The predicted salary is between 54000 - 84000 £ per year.
We are looking for a passionate and determined leader to head two critical divisions within our credit software business. This role is designed for a leader who can break down silos, align teams, and drive smarter, more efficient ways of working. Your mission will be to reduce churn in Customer Success while ensuring that Account Management maximises client value and retention through a seamless process. If you thrive in a fast-paced, high-growth SaaS environment and have a proven track record in customer success, account management, and revenue growth, we want to hear from you.
Key Responsibilities
- Leadership & Strategy: Align the Customer Success and Account Management teams to work more effectively together. Develop a unified strategy to reduce churn, drive upsell opportunities, and increase client satisfaction. Create data-driven processes to measure and improve customer health, engagement, and retention.
- Customer Success & Retention: Implement proactive customer engagement strategies to ensure clients maximise the value of our software. Reduce churn by identifying and addressing at-risk clients early. Work closely with Product & Sales to improve user adoption and overall customer experience. Ensure seamless cross-team collaboration to drive upsell, renewal, and expansion opportunities. Optimise account management processes to deepen relationships and increase customer lifetime value. Develop training and playbooks to enable account managers to be more strategic in client interactions.
- Process Improvement & Automation: Identify inefficiencies in current workflows and implement scalable, tech-enabled solutions. Leverage data to inform decision-making and create predictive churn models. Improve CRM and customer tracking systems to enhance account visibility.
What We’re Looking For
- 5+ years of leadership experience in Customer Success and/or Account Management (preferably in SaaS or fintech).
- A track record of reducing churn, driving revenue growth, and improving client retention.
- Strong commercial mindset – experience in upselling, cross-selling, and managing renewals.
- Experience leading high-performing teams and aligning departments towards shared goals.
- Data-driven decision-maker with knowledge of customer health scoring and predictive analytics.
- Proficiency in CRM tools (Salesforce, HubSpot, etc.) and automation strategies.
- Exceptional communication skills and the ability to engage with C-level stakeholders.
What’s in it for You?
- Negotiable salary with performance-related bonuses.
- Hybrid working model with a Manchester HQ.
- The opportunity to own and transform two critical business functions.
- A high-growth environment where your impact will be visible.
- Career progression in a company that values leadership and innovation.
Seniority level: Director
Employment type: Full-time
Job function: Sales, Consulting, and Customer Service
Head of Customer Success & Account Management employer: Morgan King Professional Services
Contact Detail:
Morgan King Professional Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success & Account Management
✨Tip Number 1
Familiarise yourself with the latest trends in customer success and account management within the SaaS industry. Understanding current best practices will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Network with professionals in the customer success and account management fields. Attend relevant industry events or webinars to connect with potential colleagues and learn about their experiences, which can provide valuable insights for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully reduced churn and driven revenue growth in previous roles. Having concrete metrics and stories ready will showcase your ability to deliver results.
✨Tip Number 4
Research StudySmarter's products and customer base thoroughly. Understanding our software and how it benefits clients will allow you to tailor your approach and demonstrate your commitment to enhancing customer success.
We think you need these skills to ace Head of Customer Success & Account Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in Customer Success and Account Management, especially in SaaS or fintech. Use specific examples of how you've reduced churn and driven revenue growth.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and detail your strategic vision for aligning teams. Mention your experience with data-driven decision-making and how it can benefit the company.
Showcase Relevant Achievements: Include quantifiable achievements in your application that demonstrate your ability to improve client retention and satisfaction. Highlight any successful upselling or cross-selling initiatives you've led.
Prepare for Interviews: Be ready to discuss your approach to reducing churn and enhancing customer engagement. Prepare examples of how you've implemented process improvements and leveraged CRM tools to drive results.
How to prepare for a job interview at Morgan King Professional Services
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles in Customer Success and Account Management. Highlight specific examples where you successfully aligned teams, reduced churn, or drove revenue growth.
✨Demonstrate Data-Driven Decision Making
Since the role requires a strong focus on data, come equipped with examples of how you've used data to inform strategies. Discuss any experience with customer health scoring or predictive analytics that you've implemented in past roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare scenarios where you had to identify at-risk clients or implement proactive engagement strategies, and explain the outcomes of your actions.
✨Engage with C-Level Stakeholders
Given the need for exceptional communication skills, practice articulating your ideas clearly and confidently. Be ready to discuss how you've engaged with C-level stakeholders in the past and how you can bring that experience to the new role.
