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).
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Head of Customer Success in Liverpool employer: Talantir
Join an award-winning digital marketing agency in London that champions a values-driven culture, where brilliant minds collaborate to create meaningful, data-driven results. With a commitment to employee growth and a flexible hybrid working model, this agency fosters a supportive environment that encourages continuous learning and innovation, particularly in the exciting realm of AI. As part of a close-knit team, you'll have the opportunity to lead impactful projects and shape the future of digital marketing while being part of a certified B Corp dedicated to positive impact.
