Head of Customer Success

Qflow is on a mission to provide the data that empowers the world to build responsibly. Qflow is scaling from early commercial traction to a repeatable, enterprise-grade customer engine. The Head of Customer Success will own customer outcomes end-to-end: onboarding, adoption, value realisation, retention, and expansion. This is not a “relationship-only” CS role. The core mandate is making Qflow indispensable to customers by proving and expanding value realisation across Quality, Cost, and Sustainability teams in construction.

Your team and your role

• To lead and grow a Customer Success function that:

• Drives measurable customer value and ROI
• Maximises retention and growth (net revenue retention)
• Turns customers into long-term reference accounts and champions
• Feeds product, sales, and marketing with high-quality, structured insight

Key Responsibilities

1. Customer Outcomes & Retention
• Own customer health, renewal, and expansion across all accounts.
• Ensure customers achieve clear, quantifiable outcomes (e.g. reduced rework, cost leakage prevented, audit readiness, sustainability reporting accuracy).
• Personally manage a subset of strategic / high-worth enterprise accounts.
• Proactively identify churn risk and intervene early with structured recovery plans.
• Design and continuously improve Qflow’s onboarding and implementation approach.
• Define success milestones aligned to customer business cases and contracts.
• Ensure handover from Sales to CS is disciplined and unambiguous.
• Accelerate time-to-value realisation for customers.
2. Modelling the CS Function
• Manage, coach and hire a high-bar CS team.
• Define clear roles, capacity models, and performance metrics.
• Establish scalable processes, playbooks, and tooling (CRM, CS platforms, reporting).
• Set a culture of accountability, clarity, and collaboration (not vanity metrics).
3. Commercial Partnership with Sales
• Partner with Sales on expansion opportunities.
• Support complex deals with realistic success plans (no over-promising).
• Act as a credible commercial counterpart to senior customer stakeholders.
• Provide regular customer insights back to sales to use in future prospecting.
4. Product & Feedback Loop
• Be an internal voice of the customer, grounded in evidence not just anecdotes.
• Translate customer needs into structured product feedback, focusing on pain/problem or opportunity, not just solutions.
• Work closely with Product and Engineering to improve adoption and usability.
• Identify patterns across customers, not just loud individual requests.
5. Data, Metrics & Reporting
• Own CS metrics including:
• Net Revenue Retention
• Churn and expansion drivers
• Time-to-value
• Product adoption indicators (e.g. No. users taking up new features within 6 months)
6. Provide clear, decision-ready reporting to leadership.
7. Kill metrics that don’t drive action.

What Success Looks Like (12–18 Months)

• Strong net revenue retention driven by genuine value, not discounting.
• Predictable renewals with minimal “fire drills”.
• Referenceable enterprise customers across Quality, Cost, and Sustainability.
• A CS team and processes that scale.
• CS recognised internally as one of the key partners to the product team and a commercial growth lever, not a support function.

Your Experience

• Senior Customer Success leadership experience in B2B SaaS, ideally enterprise or complex workflows.
• Track record of owning and delivering renewals and expansions, not just satisfaction.
• Track record of cross-functional team collaboration to maximise customer experience and business opportunities.
• Experience working with non-technical end users in operational industries (construction, infrastructure, manufacturing, energy, or similar is a strong plus).
• Comfortable operating in a scaling company with imperfect processes.
• Strong proficiency in utilising various tools (ideally including HubSpot) and platforms to manage client requests.
• Strong commercial judgement and ability to push back internally and externally.
• Highly structured thinker; low tolerance for ambiguity masquerading as progress.
• Able to challenge customers constructively when value is not being realised.
• Commercially minded: understands contracts, pricing, and expansion levers.
• Strong executive presence with senior customer stakeholders and strong communication and interpersonal skills, with the ability to build and maintain relationships with key clients and stakeholders, whilst using diplomacy to ensure focus towards the key business objectives.
• Data-driven but pragmatic; tracking and analysis of key account health metrics, and systemic revenue contraction and churn risk mitigation while knowing when to act with incomplete information.
• Calm under pressure; not reactive or overly optimistic.

Why it Matters

Customer Success is central to Qflow’s growth and impact in the industry. Ensuring customers get the maximum value out of Qflow is critical for enabling the world to build responsibly. Retention, expansion, and proof of value are as critical as new logo growth. This role will materially shape Qflow’s impact, revenue quality, customer reputation, and long-term value to the world.

Who are we

Qflow captures the ground truth of materials going into construction and waste coming off, through a simple photograph. Leveraging AI we derive detailed and accurate information on the quantity, quality and timing of materials, and the extended supply chain – all independently of the subcontractors or suppliers. This gives unprecedented transparency and control to GCs and Clients enabling them to manage Cost, Quality and Carbon.

Our team combines construction experience with software engineering, artificial intelligence, and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction. We service over 500 construction sites across the UK, USA, Canada and Australia – working with General Contractors, Infrastructure Clients and Developers including Vinci, Balfour Beatty, Scottish Power, HS2, Grosvenor and many more. Having established our one-of-a-kind solution as a ‘must have’ tool we’re building a strong book of business with key logos in the US and internationally. Deployed across £billions worth of projects worldwide, our revenues are expected to double over the course of 2026.

Our offer

• Salary up to £70,000 depending on experience with a performance based commissions structure
• Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)
• Company laptop and tools
• 25 days annual leave + 3 days company closure at Christmas + bank holidays
• Critical illness and life insurance
• Pension contribution up to 7%
• Enhanced family policy
• Overseas working policy
• We’ll offset your annual carbon footprint on your behalf via Ecologi
• Learning & development and career progression opportunities
• Company social events (online and in person!)

Creating an environment where everyone feels valued, respected and heard is at the forefront of everything we do. We are committed to providing equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We created a culture that extends to all aspects of our operations, including step-free access, as we believe that everyone should have equal opportunities to access our facilities, services, and digital platforms.

Important Notice: No Recruitment Agencies

We kindly request that recruitment agencies refrain from contacting us regarding this job posting. We are solely interested in direct applications from candidates. Any unsolicited communication or resumes received from agencies will not be considered or acknowledged. We encourage candidates to apply directly through the provided application process. Thank you for your understanding.