At a Glance
- Tasks: Lead customer success initiatives and drive impactful projects in the hospitality sector.
- Company: Purpose-led organisation focused on sustainability and climate impact.
- Benefits: Competitive salary, excellent benefits, and hybrid working model.
- Other info: Join a mission-driven team at a pivotal growth stage.
- Why this job: Make a real difference in tackling climate change while leading a dynamic team.
- Qualifications: Proven experience in customer success and strong leadership skills.
The predicted salary is between 70000 - 75000 £ per year.
The Head of Customer Success will take full ownership of customer delivery, ensuring all engagements are executed to a high standard, on time, and within scope. Acting as the senior escalation point for clients, you will lead on complex engagements while building scalable delivery frameworks to support growth.
You will work cross‑functionally with commercial and product teams, ensuring a seamless client journey from initial engagement through to delivery, while embedding operational excellence across the organisation. You will be a true team player, setting others up for success and appreciating that journey.
Key Responsibilities- Own end‑to‑end delivery across all client engagements, ensuring quality, timelines, and customer satisfaction
- Act as senior client lead and escalation point, engaging confidently at board level
- Develop and implement scalable delivery processes, frameworks, and playbooks
- Drive operational efficiency across workflows, resourcing, and delivery tools
- Lead, coach, and develop a team of analysts and consultants, fostering high performance and continuous improvement
- Establish and maintain robust quality assurance and governance processes
- Partner with commercial teams to align customer needs with delivery outcomes
- Collaborate with product teams to inform service and platform development
- Oversee financial performance of delivery, including budget management, margin protection, and scope control
You bring proven experience leading customer success or delivery within a consultancy or professional services environment, with a strong track record of managing complex client projects from initiation through to successful completion. You have built and scaled teams, providing effective coaching and performance management to drive high standards. You will be confident working with delivery and operations, focusing on process improvement and the use of CRM or project delivery tools. Ideally you will have some exposure to or be deeply passionate about sustainability, ESG, or carbon‑related services.
In Your Locker- Strong leadership and team development capability
- Evidence of scaling a business – we want zero to hero proof
- Excellent stakeholder management and communication skills
- Highly organised with the ability to manage multiple priorities in fast‑paced hospitality environments
- Commercial awareness with a focus on delivery, quality and profitability
- Collaborative approach across product, sales, and leadership teams
- Passion for sustainability and driving meaningful environmental impact
- Understanding of net zero frameworks and decarbonisation challenges – or be a quick learner
This is an opportunity to join a mission‑driven organisation at a pivotal stage of growth, playing a key role in delivering measurable environmental impact across a major UK industry.
Head of Customer Success : Hybrid in London employer: TipTopJob
Join a purpose-driven organisation that is at the forefront of tackling climate impact within the food and hospitality sector. As the Head of Customer Success, you will thrive in a collaborative work culture that prioritises sustainability and employee growth, offering excellent benefits and the chance to lead high-impact initiatives. With a hybrid working model and regular office presence in London, this role provides a unique opportunity to shape client outcomes while fostering a team-oriented environment focused on operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success : Hybrid in London
✨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 to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Since this role is all about customer success and sustainability, be ready to discuss how your experience aligns with their mission. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your experience and how it relates to the Head of Customer Success role. Keep it concise but impactful – think of it as your personal brand statement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that dream role!
We think you need these skills to ace Head of Customer Success : Hybrid in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Customer Success. Highlight your experience in customer delivery and any leadership roles you've held, especially in consultancy or professional services. We want to see how you’ve managed complex projects and built teams!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about sustainability and how your skills align with our mission. Share specific examples of how you've driven customer success and operational excellence in previous roles.
Showcase Your Leadership Skills:In your application, don’t forget to highlight your leadership capabilities. We’re looking for someone who can coach and develop a team, so share any experiences where you’ve led teams to success or implemented effective processes that improved performance.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it shows you’re keen on joining our mission-driven team!
How to prepare for a job interview at TipTopJob
✨Know Your Stuff
Before the interview, dive deep into the company's mission and values, especially their focus on sustainability in the food and hospitality sector. Familiarise yourself with their current projects and how they tackle carbon emissions. This will show your genuine interest and help you connect your experience to their goals.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing complex client projects. Be ready to discuss how you've built and scaled teams, and how you foster high performance. This is crucial for a role that requires leading a team of analysts and consultants.
✨Engage with Stakeholders
Since this role involves significant exposure to senior stakeholders, practice articulating your thoughts clearly and confidently. Think of scenarios where you've successfully managed stakeholder relationships and how you navigated challenges. This will demonstrate your capability to act as a senior client lead.
✨Emphasise Process Improvement
Be prepared to discuss your experience with developing scalable delivery processes and frameworks. Highlight any tools or methodologies you've used to drive operational efficiency. This aligns perfectly with the role's focus on embedding operational excellence across the organisation.
