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- Tasks: Lead and develop a high-performing Customer Success team to enhance service delivery.
- Company: Join Arrive, a forward-thinking company transforming urban mobility.
- Benefits: Competitive salary, career growth opportunities, and a supportive work culture.
- Why this job: Make a real impact on customer experiences and urban communities.
- Qualifications: 5+ years in Customer Success leadership with strong people management skills.
- Other info: Dynamic role with a focus on operational excellence and continuous improvement.
The predicted salary is between 70000 - 90000 £ per year.
We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities. Our people and our values help us make it happen. We Arrive Curious, Focused and Together. Our values guide us to be at our best for our customers, the cities and communities we serve, and for ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.
The Head of Customer Success is accountable for the performance, scalability, and quality of the Customer Success function at YourParkingSpace. The role owns service delivery, people leadership and operational excellence, ensuring a consistent, high-quality customer experience while supporting sustainable business growth. This role has full responsibility for how Customer Success operates day to day, how teams are led and developed, and how service standards are defined, measured, and improved.
How to make an impact
- Leadership & People Management
- Lead, coach, and develop Customer Success managers and team leads
- Build a strong leadership layer with clear accountability and ownership
- Set clear expectations, objectives, and performance standards across the function
- Own workforce planning, recruitment input, onboarding, and role development
- Drive engagement, retention, and progression within Customer Success
- Service Delivery & Performance
- Own Customer Success KPIs including response times, resolution times, backlog management, CSAT, and quality
- Ensure service levels are consistently met or exceeded
- Act as the senior escalation point for critical service or customer-impacting issues
- Establish and maintain quality assurance and continuous improvement frameworks
- Operational Excellence
- Design and maintain scalable Customer Success processes and playbooks
- Ensure effective and disciplined use of tools and systems (ticketing, telephony, CRM)
- Identify operational risks, inefficiencies, and bottlenecks, and drive resolution
- Partner with Product and Technology teams to improve tooling, automation, and workflows
- Own capacity planning, forecasting, and service readiness
- Stakeholder Management
- Partner with Operations, Finance, and Commercial teams on service-related initiatives
- Provide clear, data-led reporting and insights to senior leadership
- Support key client discussions where Customer Success input is required
- Define and evolve the Customer Success operating model in line with business priorities
- Ensure the function is stable, scalable, and operationally robust
- Balance service quality, cost efficiency, and performance outcomes
- Contribute to wider business transformation and change initiatives
About you
- Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations
- Strong people leadership experience, including managing managers and team leads
- Demonstrated experience scaling service operations in a growing business
- Deep understanding of customer service metrics, SLAs, and quality frameworks
- Commercial awareness with the ability to balance cost, quality and growth
- Confident communicator with senior stakeholders
Personal Attributes
- Calm, structured, and accountable leadership style
- Highly organised and detail-oriented
- Data-driven with a strong focus on outcomes
- Comfortable managing change and complexity
Head of Customer Success (London, UK) employer: Parking Network BV
Contact Detail:
Parking Network BV Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success (London, UK)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We can’t stress enough how important it is to build relationships that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how you can contribute to their goals. We want you to show them you’re not just a fit for the role, but for the culture too!
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it aligns with the Head of Customer Success role. We suggest rehearsing with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our journey.
We think you need these skills to ace Head of Customer Success (London, UK)
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about transforming urban mobility and making a real impact in communities.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success. We’re looking for someone who can lead and develop teams, so share specific examples of how you've done this in the past.
Be Data-Driven: Since we value data-led insights, include any metrics or KPIs you've managed in previous roles. This will show us that you understand the importance of performance and quality in customer service.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Parking Network BV
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like CSAT, NPS, and response times. Be ready to discuss how you've used these metrics in your previous roles to drive performance and improve customer experiences.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach, especially in managing teams and developing talent. Think about specific situations where you’ve successfully led a team through challenges or changes, and be ready to share those stories.
✨Understand Their Business Model
Research Arrive and YourParkingSpace thoroughly. Understand their business model, values, and how they measure success. This will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer issues. Practice articulating your thought process and decision-making strategies in these scenarios to show your operational excellence.