At a Glance
- Tasks: Lead strategic accounts, drive renewals, and mentor the Customer Success team.
- Company: Fast-growing tech scale-up with a collaborative and purpose-driven culture.
- Benefits: Salary £120k+, hybrid working, and competitive benefits package.
- Other info: High-trust environment with opportunities for professional development.
- Why this job: Join a dynamic team making a real impact in tech solutions.
- Qualifications: 10+ years in Senior Customer Success or Account Management roles.
The predicted salary is between 120000 - 120000 £ per year.
Director-level Customer Success role at a fast-growing tech scale-up.
Own a portfolio of strategic enterprise accounts across finance, insurance and technology.
C-suite relationship management with full commercial accountability.
Salary £120k+ dependent on experience.
Hybrid working, Belfast or London based.
About the Company:
Our client is a leading provider of technical and professional solutions, partnering with some of the world's largest organisations in finance, insurance and technology. Their outcome-driven programmes span AI, data science and change management, delivered through virtual, in-classroom and blended formats by experienced, hands-on instructors. It's a fast-moving, purpose-led business with an ambitious growth trajectory and a culture built on collaboration, ownership and real impact.
The Role:
This is a senior Director-level position with full commercial ownership of a portfolio of high-value strategic accounts. You'll be the trusted advisor at C-suite level, driving retention, renewals and revenue expansion while ensuring clients achieve meaningful business outcomes. Alongside your account responsibilities, you'll play a key leadership role within the Customer Success function, mentoring the team and working closely with the Head of Customer Success to embed best practice and raise commercial capability across the board.
Key Responsibilities:
- Own and grow a defined portfolio of strategic accounts with full commercial responsibility for renewals and expansion.
- Lead complex, high-value negotiations including multi-year and enterprise-level agreements.
- Build trusted, long-term relationships with senior and executive-level stakeholders across client organisations.
- Develop and execute tailored account strategies that align customer objectives with company value drivers.
- Maintain rigorous pipeline discipline and accurate forecasting across the portfolio.
- Proactively identify renewal risk early and intervene to protect and strengthen client relationships.
- Mentor and coach Customer Success team members on expansion thinking, negotiation and strategic account planning.
- Support the Head of Customer Success in developing best-practice playbooks, account planning frameworks and expansion methodologies.
- Act as a visible role model for senior-level client engagement and commercial ownership.
What You'll Need:
Essential:
- 10+ years' experience in Senior Customer Success, Account Management or Strategic Account roles.
- Proven track record of owning and growing revenue through renewals and expansion.
- Strong commercial acumen and negotiation capability at enterprise level.
- Experience managing complex, multi-stakeholder relationships at C-suite level.
- Previous experience mentoring or developing team members.
- Background working with enterprise or high-value customers in a scaling business.
Nice to have:
- Experience shaping Customer Success strategy beyond individual accounts.
- Background in tech learning, SaaS or professional services sectors.
Why Apply?
- Salary £120k+ dependent on experience.
- Hybrid working, Belfast or London base.
- Competitive benefits package including professional development and career growth.
- High-trust, high-autonomy environment with genuine commercial ownership.
- Join a fast-growing company with real momentum and a collaborative, purpose-driven culture.
Get in Touch:
For a confidential conversation, reach out to Ryan Quinn directly on LinkedIn or apply via the link below.
Head Of Customer Success employer: Ocho
As a Head of Customer Success at our fast-growing tech scale-up, you'll thrive in a high-trust, high-autonomy environment that champions collaboration and genuine commercial ownership. With a competitive salary starting at £120k and a robust benefits package, including professional development opportunities, you'll be part of a purpose-driven culture that values impactful work and fosters employee growth. Located in either Belfast or London, this role offers the unique advantage of engaging with C-suite executives across major industries, ensuring your contributions lead to meaningful business outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ocho. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ocho before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head Of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ocho:Your cover letter is your chance to shine! Tell us why you want to work at Ocho specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ocho!
How to prepare for a job interview at Ocho
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
