Head of Customer Success in London

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).
   • Provide clear, decision-ready reporting to leadership.
   • 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 metrics.