At a Glance
- Tasks: Lead and scale the UK Client Success organisation, ensuring client value and retention.
- Company: Join a dynamic and inclusive company shaping success in the legal tech industry.
- Benefits: Competitive salary, performance incentives, wellbeing allowance, and AI productivity tools.
- Other info: Opportunity to work in a supportive environment with strong growth potential.
- Why this job: Be a key player in driving client success and shaping the company's future.
- Qualifications: 15+ years in Client Success with leadership experience; data-driven and strategic mindset.
The predicted salary is between 80000 - 100000 € per year.
We’re looking for an experienced, strategic Head of Client Success to lead and scale our post‑sales organisation in the UK. With the business having established a strong foundation and now entering its next phase of growth, this role has broad ownership for shaping how we deliver client value at scale - from onboarding and adoption through to retention and long‑term growth.
As a senior leader, you will be responsible for building a client success organisation that scales predictably alongside revenue. You’ll be supported by established teams and experience from our Australian head office and US business, while having clear ownership over how client success is built and led in the UK.
What You’ll Be Doing
- Own and lead the UK Client Success organisation
- Take end‑to‑end responsibility for all post‑sales functions, including onboarding, data migrations, training, and account management
- Set a clear operating model that supports scale and consistency with client centricity at the core
- Build on the Client Success strategy for the UK
- Define how we drive client value, product adoption, and long‑term retention
- Establish a clear approach to renewals and revenue retention
- Ensure the client journey is designed for SMB law firms and evolves as the business grows
- Define and own onboarding success metrics, adoption KPIs, retention, and expansion metrics
- Use data to identify risks, prioritise investment, and guide decision‑making
- Provide clear forecasting and visibility into client health and renewals
- Partner closely with the wider business
- Work with Sales to ensure strong handover
- Collaborate with Product to represent client needs and inform roadmap priorities
- Act as a key member of the UK leadership team, contributing to regional strategy and execution
About You
- 15+ years’ experience in Client Success, Account Management, or related post‑sales roles
- 5+ years’ experience leading managers and/or departments
- Proven track record of building and scaling Client Success organisations in a growth environment
- Strong strategic mindset, paired with the ability to operationalise at scale
- Highly data‑driven, with experience defining metrics and using insight to drive outcomes
- Comfortable operating as part of a senior leadership team with regional ownership
- Client centric and people first culture carrier
- Experience within the Legal Industry is desirable but not required
What's in it for you?
- A dynamic and inclusive work environment.
- Competitive salary and performance‑based incentives.
- Wellbeing allowance.
- The chance to be a key player in shaping the company's success in the UK.
- Company provided AI licenses to support productivity.
Smokeball is an equal‑opportunity employer and is committed to providing an open, welcoming environment for everyone.
Head of Client Success in London employer: Smokeball UK
At Smokeball, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment where your contributions directly shape our success in the UK. With competitive salaries, performance-based incentives, and a focus on employee wellbeing, we provide ample opportunities for professional growth and development, all while fostering a client-centric and people-first culture. Join us to be part of a forward-thinking team that values innovation and collaboration, supported by resources like company-provided AI licenses to enhance productivity.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Success in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Client Success role. Personal referrals can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their client success strategies and think about how you can contribute to their growth. This will show that you’re genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for client success and how you plan to scale it. Use specific examples from your past experiences to demonstrate your strategic mindset and data-driven approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Head of Client Success in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Client Success and how it aligns with our needs. We want to see how your skills can help us scale our post-sales organisation in the UK!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve driven client value and retention in previous roles. We love numbers, so if you can quantify your success, even better!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits into our dynamic and inclusive culture, so don’t be afraid to show us who you are and what makes you passionate about Client Success.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to shape our success in the UK!
How to prepare for a job interview at Smokeball UK
✨Know Your Client Success Metrics
Before the interview, brush up on key client success metrics like onboarding success rates and retention KPIs. Be ready to discuss how you've used data to drive outcomes in your previous roles. This shows you understand the importance of metrics in shaping client value.
✨Demonstrate Strategic Thinking
Prepare examples that highlight your strategic mindset. Think about times when you've built or scaled a client success organisation. Share how you operationalised strategies to ensure client centricity while driving growth. This will resonate well with their need for a strategic leader.
✨Showcase Collaboration Skills
Since this role involves partnering closely with sales and product teams, come prepared with examples of successful collaborations. Discuss how you’ve worked cross-functionally to enhance client experiences and drive product adoption. This will illustrate your ability to work as part of a senior leadership team.
✨Understand the Legal Industry Landscape
While experience in the legal industry isn't mandatory, having a basic understanding can set you apart. Research current trends and challenges faced by SMB law firms. This knowledge will help you articulate how you can tailor client success strategies to meet their unique needs.
