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- Tasks: Lead the Customer Success team to drive client value and retention.
- Company: Join The Influence Room, a platform fostering authentic brand connections.
- Benefits: Enjoy 24 days annual leave, flexible hours, and private medical after one year.
- Why this job: Make a real impact by enhancing customer experiences and driving growth.
- Qualifications: Strong commercial acumen and experience in scaling Customer Success teams.
- Other info: Dynamic role with opportunities for professional development and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
The Influence Room is a platform where brands and their advocates exchange passion without money. It fosters authentic connections by allowing advocates to create engaging brand content in exchange for products and experiences. This model promotes consumer trust and loyalty through genuine content that drives tangible results, rewarding both brands and influencers for being true to themselves.
The Head of Customer Success is responsible for leading the Customer Success function to drive client value, retention, growth, and advocacy across the customer lifecycle. This role owns the post-sale customer experience strategy, ensuring clients achieve measurable ROI from The Influence Room while maximising renewals, expansion revenue, and long-term partnerships. You will lead and develop the Customer Success team, establish scalable processes, and work cross-functionally with Sales, Product, Marketing, and Operations to ensure customer feedback directly informs business strategy and product evolution. This is a commercially focused leadership role with ownership of retention targets, customer revenue growth, and client satisfaction metrics.
Key Responsibilities:
- Define and execute the Customer Success strategy to drive retention, growth, and customer value across the lifecycle.
- Lead, develop, and scale the Customer Success team, creating a high-performance, customer-centric culture.
- Own renewal, retention, and expansion revenue targets, reporting on these metrics weekly.
- Personally manage a small portfolio of high-value and strategic client relationships, acting as a senior point of contact and ensuring strong commercial outcomes.
- Maintain and develop scalable customer journeys, onboarding frameworks, success plans, and engagement models across segments.
- Ensure strategic oversight of key client relationships across the wider team, acting as an executive sponsor where required.
- Use data and customer insights to identify risks, opportunities, and areas to improve adoption, performance, and ROI.
- Act as the voice of the customer internally, influencing product roadmap, pricing, and business strategy.
- Implement best-practice processes, reporting frameworks, and success metrics to improve efficiency and outcomes.
- Collaborate cross-functionally with Sales, Product, Marketing and Finance, to optimise the customer experience.
- Support pre-sales positioning, onboarding experiences, and customer advocacy initiatives, including case studies and testimonials.
The Person:
- Strong commercial acumen, negotiation and relationship building with experience owning revenue or renewal targets.
- Experience scaling Customer Success teams and processes.
- Data-driven mindset with strong analytical and problem-solving skills.
- Excellent stakeholder management and communication skills.
- Ability to operate strategically while remaining hands-on when needed.
- Experience in SaaS, marketing technology, or influencer marketing is advantageous.
Key Performance Indicators (KPIs):
- Achievement through renewals and revenue targets.
- Volume and quality of renewals and repurchases.
Benefits:
- 24 days annual leave + your birthday off
- Pension
- Private medical (after 1 year of service)
- Macbook
- Company mobile phone
- Cycle to work scheme
- Flexible working hours
Head of Customer Success employer: The Influence Room
Contact Detail:
The Influence Room Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with hiring managers or during interviews, make sure to highlight your achievements and how they relate to the role. Use specific examples that demonstrate your ability to drive customer success and retention.
✨Tip Number 3
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly and express your interest in working with them. Tailor your message to show how you can add value to their Customer Success team.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in customer success and SaaS. This not only helps you in interviews but also shows potential employers that you’re committed to growing in your field. Plus, we’ve got loads of resources on our website to help you out!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about driving customer success and building genuine relationships. Make it personal and relatable.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success and any leadership roles you've held. We’re looking for specific examples that demonstrate your ability to drive retention and growth, so don’t hold back!
Be Data-Driven: Since this role is all about metrics and KPIs, include any data or results from your previous roles that showcase your impact. We love numbers that tell a story, so share how you’ve used data to improve customer experiences.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at The Influence Room
✨Know the Company Inside Out
Before your interview, dive deep into The Influence Room's mission and values. Understand how they foster authentic connections between brands and advocates. This knowledge will help you articulate how your experience aligns with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Customer Success Expertise
Be ready to discuss specific strategies you've implemented in previous roles that drove client retention and growth. Prepare examples of how you've used data to inform decisions and improve customer experiences. This will highlight your analytical skills and your ability to lead a Customer Success team effectively.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle certain situations, like managing a high-value client or resolving a conflict within your team. Think through your past experiences and be ready to share how you navigated challenges while maintaining strong relationships and achieving commercial outcomes.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working closely with Sales, Product, Marketing, and Operations, prepare to discuss how you've successfully collaborated with different teams in the past. Highlight any initiatives where you influenced product strategy or improved customer journeys through teamwork.