Head of Customer Success

We're looking for an experienced and people-focused Head of Customer Success to lead a high-performing Customer Success function within a fast-growing SaaS business. This is an opportunity to play a pivotal role in shaping how customers achieve value, drive adoption, and build long-term partnerships. You'll lead a team of Customer Success Managers, create scalable success strategies, and work cross-functionally to ensure customers realise measurable business outcomes while contributing to retention, expansion, and advocacy.

If you're passionate about customer outcomes, developing talent, and building world-class customer success operations, we'd love to hear from you.

The Opportunity

As Head of Customer Success, you'll be responsible for leading the post-sale customer journey, ensuring customers maximise value from the platform while creating predictable and scalable retention and growth outcomes. Working closely with Sales, Product, Marketing, Revenue Operations, and Customer Experience teams, you'll help shape the future of the customer lifecycle and customer-centric growth.

What You'll Be Doing

• Lead, coach, and develop a high-performing team of Customer Success Managers.
• Create a culture of ownership, accountability, collaboration, and continuous improvement.
• Own the post-sale customer lifecycle, driving adoption, retention, expansion, and customer advocacy.
• Establish clear account management and customer engagement strategies across the team.
• Support strategic customer relationships and engage directly with key accounts when required.
• Build scalable processes and playbooks that enable Customer Success to operate efficiently and predictably.
• Leverage customer data and insights to proactively identify risks, opportunities, and trends.
• Drive customer health visibility, forecasting accuracy, and success planning disciplines.
• Partner closely with Sales, Product, Marketing, and Revenue Operations to improve customer outcomes and business performance.
• Develop customer advocacy initiatives, including case studies, testimonials, and referral programs.

What We're Looking For

• 5+ years' experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing leadership role within a B2B SaaS environment.
• Previous experience leading, mentoring, or developing customer-facing teams.
• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, renewal, and expansion.
• Proven ability to manage complex customer relationships involving multiple stakeholders.
• Commercially minded with the ability to connect product value to customer business outcomes.
• Strong analytical skills and experience using data to drive decision-making.
• Excellent communication and stakeholder management capabilities.
• Experience building scalable customer success processes, frameworks, and operating rhythms.
• Familiarity with modern Customer Success technology platforms and customer health methodologies.
• A collaborative leadership style with high emotional intelligence, curiosity, and a customer-first mindset.

Success in This Role

• Deliver strong retention and expansion performance across the customer portfolio.
• Build a Customer Success team that operates with consistency, accountability, and clear strategic direction.
• Create stronger customer partnerships that position the business as a trusted advisor.
• Proactively identify and mitigate customer risk before it impacts outcomes.
• Establish scalable processes that improve predictability and operational excellence.
• Turn customer feedback into meaningful insights that influence broader business decisions.