At a Glance
- Tasks: Lead the Customer Success team, driving retention and growth across our university portfolio.
- Company: Join Vepple, a dynamic EdTech company focused on innovation in Higher Education.
- Benefits: Competitive salary, flexible working, generous leave, and a loyalty scheme after your first year.
- Other info: Work in a collaborative environment with excellent career growth opportunities.
- Why this job: Make a real impact in Higher Education while developing your leadership skills.
- Qualifications: Experience in customer success or senior CRM roles, with strong commercial acumen.
The predicted salary is between 60000 - 70000 £ per year.
Location: Leeds (Hybrid). Our office address is: Consort House, 12 South Parade, Leeds, LS1 5QS. A flexible hybrid approach; required to attend Leeds office approximately 2 days per month.
Travel Requirements: In‑person meetings and event attendance required; about 3‑4 nights away per month.
Salary: £60,000 – £70,000 per annum, dependent on experience, plus OTE £10,000 and possibility for paid overtime.
Hours of Work: Full‑time: 40 hours per week. Standard day 8 hours excluding lunch break; flexible working policy available.
Annual Leave: 30 days including bank holidays, flexible up to 35 days with pro‑rata salary reduction. Additional loyalty scheme after first full year.
Pension: Employer: 3% Employee: 5% (gross).
Application Deadline: June 22, 2026.
Job Summary: This Head of Customer Success role leads the Customer Success function at Vepple, reporting to the CEO. The incumbent is responsible for retention, renewals and expansion across the university portfolio, combining commercial accountability, strategic partnership building and team development.
Key Responsibilities:
- Run the department day‑to‑day and build it as the company grows.
- Accountable for commercial performance, renewal and expansion negotiations, accurate forecasting.
- Manage the Customer Success Coordinator; recruit, onboard and develop a Customer Success Manager.
- Maintain relationships with senior university stakeholders and internal teams.
- Lead renewal and expansion pipeline in HubSpot; drive account growth through partnership.
- Develop processes, partnership strategies and define Customer Success at Vepple.
- Balance account load with strategic focus as the team expands.
Key Skills & Experience:
Essential:
- Commercially astute: run expansion pipeline, negotiate renewals and expansions.
- Interpret customer data, demonstrate ROI, communicate commercial insights.
- Stakeholder management and influencing skills at senior and internal levels.
- Experience working cross‑functionally with Product, Sales, Marketing and Operations.
- Strong understanding of CRM (HubSpot), customer success platforms and reporting tools.
- Strategic thinking, commercial awareness, problem‑solving.
- Excellent communication, presentation and relationship building.
- Operational and leadership skills.
- Leadership and coaching capability to develop a high‑performing team.
- Passion for customer experience, digital innovation, Higher Education.
Desirable:
- Understanding of student recruitment cycles and Higher Education marketing.
- Understanding GDPR implications for digital products and customer data.
- Understanding of accessibility, inclusivity and digital experience best practice.
- Operating effectively in a scaling, fast‑evolving business.
Experience:
Essential:
- Demonstrated Head of Customer Success level experience or senior CRM role with equivalent responsibilities.
- Autonomous running of Customer Success function.
- Experience in SaaS, EdTech or subscription businesses.
- Managing and growing strategic customer relationships at director level.
- Track record of delivering renewal and expansion targets.
- Strong SaaS customer success methodology knowledge.
- Improved customer retention, renewal rates, satisfaction metrics.
- Leading and developing high‑performing customer‑facing teams.
- Contributing to product strategy and customer‑led innovation.
- Commercial acumen for customer growth and long‑term value.
- Experience in subscription‑based revenue models.
Desirable:
- Experience in a small or scale‑up environment.
- Scaling Customer Success functions within a growing business.
- Building success processes, reporting frameworks, health methodologies.
- Instilling CRM and pipeline discipline across a team.
- Line managing Customer Success or account management professionals.
- Understanding UK university recruitment challenges.
- Experience in immersive technology or virtual experience platforms.
- Presenting at industry events, conferences or thought leadership forums.
General Outlook: Inquisitive, insight‑driven, seeking new solutions. Enthusiastic about Higher Education, digital engagement, recruitment landscape. Positive, proactive, solution‑focused, thriving in collaborative environment. Aligned with Vepple’s culture, values and collaborative way of working.
Personal Data Use: We will use your data to process your application, meet legal obligations and manage the recruitment process. We share data only with relevant parties involved in recruitment and will not use it for marketing or employment purposes outside Vepple. For more information, visit our website.
Legal: The successful candidate must have permission to work in the UK by the start of employment.
Head of Customer Success in Leeds employer: Vepple
Vepple is an exceptional employer located in the vibrant city of Leeds, offering a flexible hybrid working model that promotes work-life balance. With a strong focus on employee growth, we provide ample opportunities for professional development and a supportive culture that values collaboration and innovation in the Higher Education sector. Our competitive benefits package, including generous annual leave and a loyalty scheme, ensures that our team members feel valued and motivated to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees at Vepple on LinkedIn or attend industry events. Building connections can give us the inside scoop on the company culture and maybe even a referral!
✨Tip Number 2
Prepare for those interviews! Research Vepple’s recent projects and think about how your experience aligns with their goals. We want to show them we’re not just a good fit, but the perfect match for their Head of Customer Success role.
✨Tip Number 3
Practice makes perfect! Get a friend to do mock interviews with you. Focus on articulating your leadership style and how you’ve driven customer success in previous roles. We need to nail that confidence!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to keep us on their radar and show our enthusiasm for the role.
We think you need these skills to ace Head of Customer Success in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Customer Success role. Highlight your experience in customer success, SaaS, and any relevant leadership roles. We want to see how your skills align with our needs!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve improved retention rates or driven account growth. Numbers speak volumes!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who’s not only skilled but also a great fit for our culture. Share your passion for customer experience and digital innovation in your writing!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Vepple
✨Know Your Numbers
As a Head of Customer Success, you'll need to demonstrate your commercial acumen. Brush up on key metrics like retention rates and renewal statistics from your previous roles. Be ready to discuss how you've driven growth and improved customer satisfaction.
✨Showcase Your Leadership Style
This role involves managing a team, so be prepared to talk about your leadership approach. Share specific examples of how you've developed high-performing teams and fostered a collaborative environment. Highlight any coaching or mentoring experiences that showcase your ability to inspire others.
✨Understand the Customer Journey
Familiarise yourself with the customer success lifecycle, especially in the context of Higher Education. Be ready to discuss how you would enhance the customer experience and build strategic partnerships with university stakeholders. This shows you're aligned with the company's goals.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and strategic thinking. Prepare scenarios where you've successfully navigated challenges in customer success, such as handling difficult negotiations or implementing new processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
