Head of Customer Success
Head of Customer Success

Head of Customer Success

Full-Time 54000 - 84000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the Customer Success team to enhance customer satisfaction and retention.
  • Company: Join a fast-growing platform focused on social impact measurement and reporting.
  • Benefits: Enjoy flexible working, health insurance, and a monthly wellbeing benefit.
  • Why this job: Be part of a mission-driven company with significant growth ambitions and a customer-centric culture.
  • Qualifications: 6+ years in customer success, with 4+ years in a senior leadership role.
  • Other info: Opportunity for share options and an annual bonus based on performance.

The predicted salary is between 54000 - 84000 £ per year.

About the Client & Role Our Client has developed a leading platform for social impact measurement and reporting that allows large organisations to quantify and benchmark the difference they make to society. They are currently seeing impressive year on year growth driven by commercial imperative for large organisations to report their Environmental, Social & Governance (ESG) performance alongside their financial performance. The business has significant ambitions to scale both nationally and internationally in the next 2-3 years. The Head of Customer Success is a senior leadership position, responsible for defining and executing the customer success strategy to drive customer satisfaction, retention, and growth as the business scales. As the leader of the Customer Success team, you will be instrumental in building a customer-centric culture and ensuring customers derive maximum value from our Clients services, as well as contributing significantly to the overall strategic direction of the business. Key Responsibilities: Strategy Strategy & Execution: Take responsibility for developing the customer success strategy, vision, and goals; aligned to the overall business objectives. Ensure that the people and processes are in place to ensure successful execution of this strategy. Customer Lifecycle Management: Take ultimate responsibility for our Clients relationship with its customers. Take the lead on understanding customer needs and the ever-evolving market conditions and continue to strategically evolve the end-to-end customer experience, from onboarding to ongoing engagement, retention, and expansion. Customer Feedback: Engage in technical and commercial discussions with customers and use this to provide feedback and input to the product roadmap and commercial proposition; act as a key champion for the customer regarding issues/opportunities and enhancements. Industry Knowledge & Feedback Management Leadership & Team Management: Continue to build and evolve the customer success and support function; provide leadership and direction, foster a culture of collaboration amongst the team and ensure a customer-centric approach. Identify future resourcing needs as the business grows and make well-articulated business cases for securing investment internally to meet these needs. Data, KPIs and Reporting: Ultimately own the churn, Net Promoter Score and commercial (retention and upsell) KPIs and take responsibility for devising and reporting against a clear set of customer success and support metrics. Cross-functional collaboration: Work closely with sales, marketing, product, and support teams to ensure alignment and seamless customer experiences. Commercial Key Customer Engagement: Devise key account management plans and own all aspects of the relationships with key customer accounts, including technical, subject matter, commercial and contractual. Dealing with challenges: Be comfortable acting autonomously to make complex business decisions and provide clear solutions in direct response to customer challenges relating to technical issues, subject matter queries or contractual aspects. Events: Identify opportunities for customer focussed seminars, webinars and other events, and plan and coordinate the delivery of these, bringing in internal and external expertise as required with the aim of creating a community that our customers derive significant value from being part of. Renewals: Have a commercial focus on customer retention and be ultimately responsible for minimising customer churn, through developing clear strategies and communications, and be comfortable with contract negotiation. Upsells: Be responsible for deriving upsell strategy and driving upsells of software modules and consulting services into the customer base, including carrying a sales target for this. Encouragecustomeradvocacy: Develop and execute initiatives to turn satisfied customers into brand advocates, driving referralstosupport company growth. Experience Required: Essential At least 6 years customer success experience with at least 4 years working in a senior role with management and leadership responsibilities Demonstrable experience of developing and executing the strategy for and taking complete ownership of the Customer Success function Experience of dealing with mid & senior level contacts withinlargeprivate & public sector customers Experience of working in the technology sector preferably B2B SaaS software solutions Desirable Relevant professional qualifications Experience in a scale up business environment Experience of ESG, social impact or corporate responsibility disciplines Remuneration & Benefits Salary negotiable, dependanton experience. Share options through the companys EMI scheme. Up to 10% annual bonus based on company performance. 5% company pension contribution 25 days paid annual leave plus 10 statutory days. Health insurance Salary sacrifice-based electric vehicle scheme Monthly wellbeing benefit such as spa vouchers, cinema vouchers etc. Flexible working Paid volunteering days Regular team events Skills: Customer Success People Managment Strategy Development Benefits: As above

Head of Customer Success employer: SalesNet

Our Client is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong focus on employee growth, the company provides ample opportunities for professional development, including leadership roles and strategic involvement in shaping customer success initiatives. Located in a thriving sector, employees benefit from competitive remuneration, flexible working arrangements, and a culture that prioritizes social impact, making it a rewarding place to contribute to meaningful change.
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Contact Detail:

SalesNet Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Head of Customer Success

✨Tip Number 1

Familiarize yourself with the latest trends in customer success, especially in the B2B SaaS sector. Understanding how leading companies are enhancing customer experiences can give you a competitive edge during discussions.

✨Tip Number 2

Network with professionals in the ESG and social impact sectors. Building relationships with key players can provide insights into customer needs and expectations, which is crucial for the Head of Customer Success role.

✨Tip Number 3

Prepare to discuss your experience in developing customer success strategies. Be ready to share specific examples of how you've driven customer satisfaction and retention in previous roles.

✨Tip Number 4

Showcase your leadership skills by highlighting instances where you've built and managed successful teams. Emphasizing your ability to foster a customer-centric culture will resonate well with the hiring team.

We think you need these skills to ace Head of Customer Success

Customer Success Strategy Development
Leadership and Team Management
Customer Lifecycle Management
Data Analysis and Reporting
Key Account Management
Cross-functional Collaboration
Commercial Acumen
Contract Negotiation
Customer Engagement
Technical Problem Solving
ESG Knowledge
Stakeholder Management
Customer Advocacy Initiatives
Communication Skills
Adaptability in a Scale-up Environment

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and expectations of the Head of Customer Success position. Tailor your application to highlight relevant experiences that align with the key responsibilities outlined in the job description.

Highlight Leadership Experience: Since this is a senior leadership role, emphasize your previous management and leadership experiences. Provide specific examples of how you've successfully led teams and developed customer success strategies in your past roles.

Showcase Industry Knowledge: Demonstrate your understanding of the technology sector, particularly in B2B SaaS solutions, and any experience you have with ESG or social impact initiatives. This will show that you are well-equipped to handle the unique challenges of the role.

Craft a Compelling Cover Letter: Use your cover letter to tell a story about your passion for customer success and how you can contribute to the company's growth. Make sure to connect your personal values with the company's mission of social impact measurement and reporting.

How to prepare for a job interview at SalesNet

✨Understand the Customer Success Strategy

Make sure you have a clear understanding of what customer success means for the company. Be prepared to discuss how you would develop and execute a customer success strategy that aligns with their business objectives.

✨Showcase Your Leadership Experience

Highlight your previous leadership roles and how you've built and managed successful teams. Discuss specific examples where you fostered a customer-centric culture and drove team collaboration.

✨Demonstrate Industry Knowledge

Familiarize yourself with the latest trends in ESG, social impact, and corporate responsibility. Be ready to discuss how these trends can influence customer success and retention strategies.

✨Prepare for Technical Discussions

Since the role involves engaging in technical discussions with customers, brush up on relevant technical knowledge related to B2B SaaS solutions. Be prepared to provide insights on how you would address customer challenges and enhance their experience.

Head of Customer Success
SalesNet
S
  • Head of Customer Success

    Full-Time
    54000 - 84000 £ / year (est.)

    Application deadline: 2027-01-29

  • S

    SalesNet

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