Head of Customer Success in London

Our Purpose

Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance. At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021.

What You’ll Do

• Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes.
• Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value.
• Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results.
• Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses.
• Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities.
• Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability.
• Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes.
• Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success.
• Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution.
• Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed.

What You’ll Bring With You

• 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment.
• Experience leading or mentoring teams and developing high performing individuals.
• Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion.
• Experience working with complex customers and navigating multi stakeholder environments.
• Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes.
• Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed.
• Strong communication and stakeholder management skills.
• A pragmatic and low ego leadership style that values clarity, trust, and accountability.
• Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses.
• Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential.
• Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle.
• A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact.

Success looks like

• Strong retention and expansion performance across the team’s customer portfolio.
• Customers who clearly understand the value they receive from Planday and how to increase that value over time.
• A Customer Success team that operates with clear account strategies and disciplined execution.
• Early identification and effective management of customer risk.
• Executive stakeholders who view Planday as a trusted partner.
• Customer insight that meaningfully informs product decisions and commercial strategy.
• A team culture built on ownership, collaboration, and continuous improvement.

At Planday, we offer you

• Benefits like pension, health insurance, inclusive support for new parents and generous vacation.
• On top of your annual base salary, you are offered to be part of an Employee Share Plan.
• Growth and progression opportunities – we want you to grow with us.
• Flexible remote work.
• Strong social culture with lots of team and company activities.
• Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe.
• Healthy work-life balance and autonomous approach to work. We trust in you and your abilities.

Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work. At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer. As an equal opportunity employer, we strive to create an equitable experience for all our candidates throughout the process. Please let us know if you need reasonable accommodation during the application or interview process. All applicants will be considered for employment without attention to any personal characteristics.