Chief Customer Success & Adoption Leader

Talantir; Liverpool; On-site; GBP 90,000 - 130,000; Full time

Job summary

System C is seeking a Head of Customer Success to lead a proactive, value-led strategy that increases adoption, retention and advocacy in Healthcare, Social Care and Education sectors.

You will shape a consistent engagement framework across product sets and customer segments, directing a high-performing CS team and partnering with Support, Product, and Implementation to ensure customers get maximum value at every touchpoint.

Qualifications

• Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
• Strong track record improving engagement, retention and customer satisfaction.
• Comfortable operating in regulated/public sector environments; healthcare, social care or education desirable.

Responsibilities

• Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
• Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
• Lead and develop teams with clear accountability, performance standards and coaching.
• Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends).
• Own and improve customer satisfaction metrics (including NPS) and feedback loops.
• Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.

Skills

Leadership

Customer Success

Stakeholder management

SaaS

Data-driven

Tools

CRM systems

Data analytics tools

Job description

System C is seeking a Head of Customer Success to lead a proactive, value-led strategy that increases adoption, retention and advocacy in Healthcare, Social Care and Education sectors.

You will shape a consistent engagement framework across product sets and customer segments, directing a high-performing CS team and partnering with Support, Product, and Implementation to ensure customers get maximum value at every touchpoint.