At a Glance
- Tasks: Lead and scale the Customer Success function, driving retention and growth strategies.
- Company: Join a high-growth prop-tech company transforming property data access.
- Benefits: Enjoy 37 days off, flexible working, and a £500 annual development fund.
- Other info: Inclusive workplace committed to diversity and employee wellbeing.
- Why this job: Make a real impact in a dynamic environment with excellent career growth opportunities.
- Qualifications: Proven B2B SaaS Customer Success leadership experience and strong commercial instincts.
The predicted salary is between 80000 - 90000 £ per year.
Reporting To: Head of Revenue
Salary: £80,000 - £90,000 DOE | OTE ~ £100 - 110k
Working Location: Hybrid/ London (2 - 3 days a week on site at our Old Street office)
About Searchland
Searchland is a high-growth, B2B prop-tech company transforming how businesses and individuals access and leverage property data. Our platform empowers property developers, land agents, architects, and planners with real-time insights, helping them make smarter, data-driven decisions when acquiring and developing land.
In just six years, we’ve built one of the UK’s most advanced property data pipelines, integrating thousands of data sources and processing terabytes of information with less than 24-hour latency. Our cutting-edge platform is shaping the future of property intelligence.
About The Role
We're looking for a Head of Customer Success to own and scale the entire Customer Success function at Searchland. This is a step beyond running a team. You'll set the strategy, operating model, and commercial standards for how we retain, grow, and advocate for our customer base, spanning onboarding, adoption, renewal, and expansion.
You'll be accountable for the retention numbers that sit at the heart of the business: Gross Revenue Retention and product usage. You'll design the tiering model, the playbooks, and the health framework that make those numbers predictable rather than reactive - and you'll build the team capability to execute against them consistently.
You'll act as the executive sponsor for our most strategically significant accounts, the senior voice for the customer inside the business, and a genuine commercial partner to Sales, Product, and Marketing. This role suits a commercially fluent CS leader who has built or substantially matured a function before - someone who can operate at strategy and board-reporting level while staying close enough to the detail to coach, intervene, and raise standards.
What You'll Do
- Function Strategy & Ownership: Own the Customer Success strategy end to end - the operating model, segmentation and tiering, coverage ratios, and engagement standards across the full customer base. Design and embed the playbooks governing onboarding, adoption, health monitoring, renewal, and expansion - moving the function from individual judgement to repeatable, measurable practice. Own the function's KPI framework, operating cadence, and reporting rhythm, alongside the CS tooling roadmap that turns health and usage data into action.
- Commercial & Retention Accountability: Hold full accountability for Gross Revenue Retention and usage scores across the entire business. Own the renewal forecast, building accuracy and commercial discipline into how the team assesses risk and positions value ahead of every renewal. Establish expansion as a core CS output with a meaningful, forecastable contribution target. Use portfolio-level data to identify systemic churn drivers and adoption gaps, and direct intervention accordingly. Act as the final escalation point for at-risk or commercially sensitive accounts, stepping in personally where retention or reputation is exposed.
- Executive & Cross-Functional Influence: Represent Customer Success at leadership level with clear, data-backed insight on retention performance, customer risk, and growth opportunity. Act as an advocate for strategic accounts, building senior customer relationships and representing Searchland credibly at that level. Partner with Sales on handover quality and account planning, Product as the definitive voice of the customer, Marketing on advocacy and references, and Finance on retention forecasting. Lead, develop, and grow a team and set the cultural tone for CS - high standards, accountability, and morale maintained under commercial pressure.
Essential Experience
- Right to work in the UK - we cannot offer sponsorship for this role.
- Substantial Customer Success experience in B2B SaaS, including proven leadership of a CS team.
- Demonstrable ownership of retention and expansion metrics - GRR, NRR, Net MRR Churn - with evidence of moving them.
- Experience with SMB SaaS environment and Enterprise SaaS Environments.
- Track record of building or materially maturing CS process: playbooks, health scoring, tiering, or renewal frameworks.
- Strong commercial instinct - comfortable owning a forecast, negotiating renewals, and handling difficult commercial conversations.
- Genuinely data-led: able to interrogate usage and portfolio data to find patterns and direct action, not just report on them.
- Credible with senior stakeholders both internally and at customer executive level.
- A coaching leader who raises standards through development rather than escalation alone.
Nice to Have
- Experience in PropTech, data platforms, or a technical/data-heavy SaaS product.
Interview Process
- Stage 1: An Introductory Interview with our People Team
- Stage 2: A commercial task/assessment followed by an interview with one of our Senior CS Team
- Stage 3: Final stage interview with Searchland Founders
Why Join Us?
- Time Off – Rest properly. 37 days off in total, including your birthday and a full Christmas shutdown.
- Flexibility & Equipment – we offer flexible and hybrid working as well as WFH equipment provided so you can work well no matter where.
- Growth & Development – We invest in your progression with a £500 annual fund to spend on courses, conferences or qualifications.
- Health & Wellbeing – Your health matters. We cover it – physically, dentally and mentally with Vitality private healthcare.
- Culture & Perks – We work hard and we celebrate together – food, fun and plenty of team moments including a monthly free lunch and team activities & events.
- Fair & Transparent Compensation - we always share our salary ranges, progression frameworks and have a salary sacrifice pension scheme.
Our Commitment to Inclusion
We are committed to creating an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We welcome applications from all backgrounds, regardless of race, ethnicity, gender, sexual orientation, disability, age, religion, or any other characteristic. If you require any adjustments during the recruitment process, please let us know – we are happy to support you.
Head Of Customer Success in London employer: Searchland
As a Business Development Manager at our company, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. With competitive salaries and a focus on achieving sales targets, we offer unique opportunities for professional advancement while working in a vibrant location that fosters innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Searchland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Searchland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head Of Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Searchland:Your cover letter is your chance to shine! Tell us why you want to work at Searchland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Searchland!
How to prepare for a job interview at Searchland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
