Overview
As Head of Customer Success you will shape and scale Sensat’s CS function to support enterprise growth. You’ll lead a global team, coach and equip them to manage high-value accounts, and build repeatable processes that enable adoption, expansion, and strong customer partnerships. You’ll act as the voice of the customer, aligning product and success activities to deliver measurable value. This role combines hands-on account work with strategic leadership to drive NRR and customer outcomes at scale.
Pay / Benefits
- Salary £80,000-£90,000 + 20-25% bonus
- equity options
- 30 days annual leave + holidays
- flexible working
- personal development fund (£500)
- health & wellbeing benefits (cash plan)
Responsibilities
- Lead and develop the Global Customer Success function, setting direction, accountability and elevated standards for enterprise management.
- Coach for complex accounts and executive relationships, modelling best practices through your own work with strategic customers.
- Build a scalable CS function with clear structure, rhythms, and playbooks to support growth.
- Act as the voice of the customer and champion a customer-centric culture at Sensat.
- Own and grow a portfolio of strategic enterprise accounts, uncovering expansion opportunities through strategic planning and QBRs.
- Create and promote playbooks for account planning, QBRs, governance committees, adoption and expansion, minimizing bureaucracy.
- Define metrics and visibility for customer value, health, expansion pipeline and risk, and collaborate with Product and other teams to turn insights into decisions.
Key requirements
- Experience leading and developing customer success or partnerships teams
- Proven track record managing and growing complex enterprise B2B SaaS accounts (ARR expansion)
- Experience leading a customer-facing team and driving performance improvements
- Ability to build practical processes and frameworks that are adopted
- Comfort in building C-level relationships and running strategic QBRs
- Data-driven with ability to translate product value into business outcomes
- Experience with CS platforms such as Planhat or HubSpot
- commercially minded
- coaching and people development
- strong stakeholder management
- Planhat
- HubSpot or similar CS/CRM platforms
- account planning and QBR facilitation
Head of Customer Success in London employer: Sensat
At Sensat, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work culture that prioritises employee well-being and professional growth. As a Customer Success Manager in the vibrant civil engineering and construction sector, you will enjoy a flexible working environment, generous benefits including equity share options and a personal development fund, and the opportunity to make a tangible impact on project outcomes while collaborating with innovative teams. Join us in shaping the future of digital twin technology and experience a workplace where your contributions are valued and your career can flourish.
