Head of Customer Success in City of London

Head of Customer SuccessWe are assisting a mission-focused, privately supported organisation in the online commerce sector, dedicated to balancing growth with positive societal and environmental outcomes. This globally active company is entering a transformative phase and seeks a senior leader to guide its customer success efforts.

This strategic yet practical role will oversee the development of a B2B customer success operation, collaborating with mission-driven entities such as non-profits and academic institutions to deliver value through innovative, technology-enabled solutions.

You will lead a skilled team through a period of change, implementing streamlined processes, leveraging technology, and fostering a customer-first approach to achieve exceptional service and sustainable growth.

Key Responsibilities

• Inspire and develop a high-performing team through growth and transformation.
• Create efficient, scalable processes and tech-driven workflows to enhance customer experience.
• Drive customer retention and business outcomes using data insights.
• Collaborate with product, operations, and sales teams to shape organisational strategy.
• Support expansion into new regions.

What We Seek

• Extensive experience leading customer success in a B2B or technology-driven environment.
• Proven ability to lead change and optimise processes.
• Demonstrated success in achieving growth and retention through data and technology.
• Strong communication and relationship-building skills.

This is a unique chance to shape a vital function in a dynamic, values-driven organisation.

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