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For Companies At a Glance
- Tasks: Lead a dynamic Customer Success team to enhance customer retention and drive operational change.
- Company: High-growth, PE-backed subscription business in the data intelligence space.
- Benefits: Competitive salary, bonus potential, hybrid work model, and career growth opportunities.
- Why this job: Shape the future of a market-leading platform and make a real impact on customer success.
- Qualifications: 5+ years in senior Customer Success roles, ideally within SaaS or subscription businesses.
- Other info: Join a high-calibre executive team and contribute to ambitious growth plans.
The predicted salary is between 72000 - 108000 £ per year.
About the company
- High-growth, PE-backed subscription business operating in a specialist intelligence/data space.
- Profitable, scalable model with strong momentum and an ambitious 3–5 year growth plan.
- Market-leading platform with a genuinely differentiated proposition, combining real-time data and forward-looking intelligence used by global enterprises and financial institutions.
- At an inflection point, moving from scale-up to market leader, with significant headroom for international expansion and further strategic acquisitions.
About the role
- Own Gross Revenue Retention (GRR) as the primary metric, with responsibility for improving renewal outcomes through proactive CS strategy.
- Lead and develop a Customer Success function of ~11 people, supporting a growing customer base and multi-location team structure.
- Build a metrics-driven operating rhythm: customer health scoring, leading indicators, forecasting, and renewal risk management.
- Implement and embed a scalable CS playbook: lifecycle journeys, segmentation, governance, and high-impact processes.
- Drive step-change improvement across tooling, automation, internal cadence, and cross-functional alignment with Sales, Product and Marketing.
- Act as a true agent of change: raise standards, challenge legacy ways of working, and create a culture of ownership and performance.
- Balance tactical delivery (firefighting, near-term retention saves) with strategic foundations (mid/long-term scalability).
Your previous experience
- 5+ years in senior Customer Success leadership roles within a SaaS / subscription business (ideally data, intelligence, analytics, or similarly recurring-revenue models).
- Proven track record of personally owning GRR and improving retention through proactive customer management.
- Strong experience driving meaningful operational change (process, systems, cadence, team performance, accountability).
- Comfortable in PE/VC-backed environments with high pace, high expectation, and strong metric focus.
- Commercially minded: understands retention drivers, renewal motion, and where CS supports NRR via product-led upsell.
- Hands-on, high-energy operator who thrives in ambiguity and can deliver outcomes while building the playbook.
- Ambitious, growth-oriented leader who elevates talent, sets standards, and builds a high-performance culture.
Package
- £, – £, base DOE + 20–30% bonus.
- HYBRID – Central London, 2–3 days p/w.
- Work directly with an experienced, high-calibre executive team and PE investors to shape the future of the business.
- Genuine long-term career trajectory as the company scales toward £50m+, with scope to grow into a broader commercial leadership role.
Head of Customer Success in City of London employer: Zetter
Contact Detail:
Zetter Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in City of London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they impact customer success. This will show you're genuinely interested and ready to contribute to their growth.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially around Gross Revenue Retention and operational change. Confidence is key, so rehearse until it feels natural.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Head of Customer Success in City of 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 SaaS and how you've driven Gross Revenue Retention (GRR) in previous roles. We want to see how your skills align with our ambitious growth plans!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can lead our team to new heights. Be sure to mention any specific metrics or achievements that demonstrate your impact in previous positions.
Showcase Your Leadership Style: As a potential leader, we want to know how you inspire and develop teams. Share examples of how you've built high-performance cultures and driven operational change. This will help us understand how you can elevate our Customer Success function.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Zetter
✨Know Your Metrics
As the Head of Customer Success, you'll be expected to own Gross Revenue Retention (GRR). Brush up on your understanding of GRR and how it impacts the business. Be ready to discuss specific strategies you've implemented in the past to improve retention and how you measure success.
✨Showcase Your Leadership Style
You'll be leading a team of around 11 people, so it's crucial to convey your leadership style during the interview. Share examples of how you've developed teams in the past, fostered a culture of ownership, and driven performance improvements. Highlight your experience in building a metrics-driven operating rhythm.
✨Demonstrate Change Management Skills
This role requires acting as an agent of change. Prepare to discuss instances where you've successfully driven operational change in a fast-paced environment. Focus on how you balanced tactical delivery with strategic foundations, and be ready to share your approach to overcoming resistance to change.
✨Align with Company Goals
Understand the company's ambitious growth plans and how the Customer Success function fits into that vision. Be prepared to discuss how you can contribute to international expansion and strategic acquisitions. Show enthusiasm for the company's mission and how your experience aligns with their goals.
