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- Tasks: Lead a proactive customer success strategy to enhance engagement and retention.
- Company: Join System C, a leader in tech for Healthcare, Social Care, and Education.
- Benefits: Competitive salary, career growth, and the chance to make a real impact.
- Why this job: Shape customer experiences and drive success in a fast-paced environment.
- Qualifications: Proven leadership in Customer Success or Account Management in software/SaaS.
- Other info: Thrive in a dynamic setting with opportunities to influence product development.
The predicted salary is between 48000 - 72000 £ per year.
At System C, we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We’re looking for a Head of Customer Success to lead a proactive, value‑led customer success strategy that increases adoption, strengthens retention, and builds advocacy – even when priorities shift and the environment is fast‑moving and complex.
What You’ll Be Doing
- You’ll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high‑quality experience across all touchpoints.
- You’ll lead a high‑performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.
Key Responsibilities
- Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
- Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
- Lead and develop teams with clear accountability, performance standards and coaching.
- Drive adoption and retention using data‑led insight (dashboards, reporting frameworks, trends and themes).
- Own and improve customer satisfaction metrics (including NPS) and feedback loops.
- Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
- Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.
What We’re Looking For
- Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
- Strong track record improving engagement, retention and customer satisfaction.
- Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
- Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).
If you’re motivated by customer outcomes and thrive in ambiguity, apply today.
Head of Customer Success in Liverpool employer: System C
Contact Detail:
System C Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your values align with theirs, especially in customer success roles.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience can drive customer satisfaction and retention. We love candidates who can articulate their impact clearly.
✨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’re always looking for passionate individuals like you!
We think you need these skills to ace Head of Customer Success in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success, especially in software or SaaS. We want to see how your skills align with our mission to deliver better outcomes through technology.
Showcase Your Leadership Skills: As a Head of Customer Success, your leadership experience is crucial. Share specific examples of how you've led teams to improve customer engagement and satisfaction. We love seeing real results!
Demonstrate Data-Driven Insights: Since we value data-led insights, include any metrics or dashboards you've used to drive adoption and retention. Show us how you've used data to make informed decisions that positively impacted customer success.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at System C
✨Know Your Customer Success Strategy
Before the interview, make sure you understand what a proactive, value-led customer success strategy looks like. Be ready to discuss how you would shape and deliver this at System C, focusing on adoption, retention, and advocacy.
✨Showcase Your Leadership Skills
Prepare examples of how you've led high-performing teams in the past. Highlight your experience in coaching and developing team members, as well as how you've built accountability and performance standards.
✨Data-Driven Insights Matter
Familiarise yourself with key metrics like NPS and how they relate to customer satisfaction. Be prepared to discuss how you've used data to drive engagement and retention in previous roles, and how you would apply that at System C.
✨Understand the Public Sector Landscape
Since System C operates in regulated environments, brush up on the specific challenges and expectations in healthcare, social care, and education. This will help you demonstrate your comfort and capability in navigating these sectors during the interview.