Head of Client Success

Kamma; Greater London; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A dynamic SaaS company in London is seeking a Head of Client Success to lead their customer success strategy and manage key client relationships. In this hybrid role, you will drive operational improvements and ensure exceptional client experiences. The ideal candidate will have proven success in customer success management within a B2B environment and a strong commercial mindset. Join to influence senior leadership decisions and help innovate using advanced AI technologies.

Benefits

Hybrid flexibility

AI-native training environment

Strategic visibility with leadership

Growth potential in leadership

Qualifications

• Proven success in Customer Success, Account or Product Management, or Client Operations within a B2B SaaS environment.
• Experience managing enterprise and SME clients with measurable commercial outcomes.
• Confidence leading both client relationships and operational transformation.

Responsibilities

• Lead and grow client success by building trusted partnerships with senior stakeholders.
• Streamline and improve customer success operations at scale.
• Identify opportunities for upsell, cross-sell, and feature adoption.
• Embed AI-native workflows across the customer success function.

Skills

Customer Success

Account Management

Operational Excellence

Client Relationship Management

Commercial Mindset

Agility in Growth Settings

Job description

Job Description

Head of Client Success

Location: Hybrid — London HQ (The Strand) + Remote

Department: Customer Success & Value Add Services

Reports to: Interim Head of Property Licensing and CEO

About Kamma

Kamma is a fast‑growing SaaS company transforming property licensing and compliance across the UK. Our platform enables letting agents, banks, and property professionals to stay compliant, protect tenants, and accelerate the transition to net zero.

We are an AI‑native company: every function at Kamma uses advanced AI tools to automate, analyse, and create. We encourage experimentation and creativity so that every person can stay at the frontier of technology — and springboard their career with AI by learning, building, and leading in a pioneering environment.

The Opportunity

We are seeking a Head of Client Success to lead our customer success strategy, build exceptional client relationships, and scale how we deliver value across every customer segment.

You will manage our Tier 1 and Tier 2 clients and drive operational and commercial improvements across the broader client lifecycle. This is a strategic leadership role blending relationship management, process design, and growth ownership.

The right person will be motivated by impact, automation, and scale — and have the potential to shape and progress further into leadership.

What You’ll Do

1. Lead and Grow Client Success:

   Build deep, trusted partnerships with senior stakeholders across Tier 1 and Tier 2 accounts, visiting clients in person and leading advisory sessions.

   Tailor engagement strategies for enterprise and SME clients via comms and product data analysis.

   Champion amazing experiences for onboarding, adoption, and retention excellence.

2. Scale Through Operational Excellence:

   Streamline and improve how we deliver customer success at scale.

   Lead the operationalisation and automation of support for lower‑tier clients.

   Collaborate with Data, Product, and Engineering to design scalable workflows that improve outcomes and profitability.

   Develop metrics, dashboards, and playbooks to measure and continuously improve efficiency and prevent churn.

   Implement best practices and processes that ensure every client interaction adds measurable value.

3. Drive Value and Revenue Growth:

   Identify opportunities for upsell, cross‑sell, and feature adoption.

   Lead creation of client success stories and case studies in collaboration with Marketing and Sales.

   Shape and execute a client engagement strategy across events, dinners, in‑product communication, email, and calls.

   Translate customer insights into commercial opportunities and product development priorities.

4. Champion AI and Continuous Innovation:

   Embed AI‑native workflows across the customer success function.

   Automate repetitive tasks, personalise customer interactions, and surface insights faster.

   Identify data and analytics gaps, and work with Engineering to create visibility into customer engagement and performance.

   Manage relationships with Kamma’s integration and technology partners, ensuring seamless interoperability, consistent performance, and new opportunities that enhance client value and efficiency.

   Build a culture of experimentation and continuous improvement.

What You Bring

• Proven success in Customer Success, Account or Product Management, or Client Operations within a B2B SaaS / tech or proptech environment.
• Experience managing enterprise and SME clients with measurable commercial outcomes.
• Confidence leading both client relationships and operational transformation.
• A commercial mindset in relation to upsell strategy and product / feature opportunity spotting.
• Highly organised and methodical, with strong planning and coordination skills.
• Emotionally intelligent communicator who loves speaking with customers and understanding what drives them.
• A systems thinker who sees opportunity for automation and improvement everywhere.
• Comfortable working in an agile, growth‑stage company with evolving processes.

Bonus points (but not essential) for:

• Experience in property, protech, compliance, or sustainability sectors.
• Familiarity with AI, automation, or customer analytics tools.
• Track record of scaling new service lines or leading customer success transformation.

Why Kamma

• AI‑native environment: learn and build with cutting‑edge AI tools - you’ll be trained and supported to use the most advanced AI tools in your daily work.
• Impact with purpose: help raise housing standards and accelerate the UK’s net zero goals.
• Strategic visibility: work closely with senior leadership and influence key business decisions.
• Hybrid flexibility: combine remote work with collaboration time at our central London HQ.
• Growth potential: opportunity to expand your remit and lead a business unit in the near future.

Next Steps

If you’re a strategic, commercially driven leader who thrives on scaling customer success, building automation, and delivering real client value, we’d love to hear from you.

Join Kamma and help us redefine how client success, data, and AI come together to create lasting impact.