Head of Customer Experience

Caselton Clark; Greater London; Presencial; GBP 59.000 - 72.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonus scheme

Excellent benefits

Descripción de la vacante

Caselton Clark is partnering with an ambitious international B2B media, membership and events business to appoint a Head of Customer Success who will shape strategy, lead delivery and drive value across multiple products.

Reporting to senior leadership, you will build and mentor teams, implement best practices, and collaborate with commercial, product and operations to improve retention and revenue.

Formación

• Proven experience leading and developing a substantial Customer Success function, ideally within a B2B environment.
• Strong track record of improving customer retention, renewals, engagement and commercial performance.
• Experience building or improving Customer Success frameworks, processes and operating models.

Responsabilidades

• Define and deliver the overarching Customer Success strategy aligned with wider business objectives.
• Develop and own a long-term Customer Success roadmap balancing strategy with operational delivery.
• Lead, mentor and develop CS teams and managers to create a high-performance culture.
• Review and optimise CS frameworks, processes and operating models across areas.
• Drive improvements in retention, renewals, adoption and lifetime value.
• Collaborate with commercial, product and operations to improve end-to-end experience.
• Remain actively involved in delivery, support teams, resolve challenges and deliver outcomes.

Conocimientos

Customer Success Leadership

B2B Experience

People Leadership

Commercial Acumen

Customer Retention

Descripción del empleo

International B2B Media, Membership & Events Business

Business Growth: Double-digit year-on-year growth

An exciting opportunity to lead, develop and shape the future of Customer Success within a growing international B2B business.

We are partnering with a highly successful international B2B media, membership and events business that is experiencing sustained double-digit year-on-year growth.

As the business continues to scale, they are looking to appoint an experienced Head of Customer Success to provide strategic direction, operational leadership and greater consistency across their existing Customer Success function.

This is an opportunity for someone who has already built, led or transformed a meaningful Customer Success operation and is now looking to make a broader impact within an ambitious, commercially driven organisation.

The Opportunity

Reporting into senior leadership, you will take responsibility for the overall direction, performance and continued development of Customer Success across multiple products and business areas.

With an established team and management structure already in place, your focus will be on strengthening the existing operation, developing people, introducing best practice and ensuring Customer Success plays an increasingly important role in retention, customer value and long-term commercial growth.

Importantly, this is not a purely strategic leadership position. The business is looking for someone who can combine big-picture thinking with a genuinely hands-on approach to delivery.

Key Responsibilities

• Define and deliver the overarching Customer Success strategy, aligning the function with wider business objectives.
• Develop and own a long-term Customer Success roadmap, balancing strategic priorities with immediate operational improvements.
• Lead, mentor and develop existing Customer Success teams and managers, creating a high-performance, collaborative culture.
• Review, build and optimise Customer Success frameworks, processes and operating models across multiple business areas.
• Drive improvements in customer retention, renewals, adoption and lifetime value.
• Develop a more consistent, proactive and commercially focused approach to customer engagement and success.
• Establish clear performance metrics, accountability and best practice across the function.
• Work closely with commercial, product and operational stakeholders to improve the end-to-end customer experience.
• Remain actively involved in operational delivery, supporting teams, resolving challenges and driving measurable outcomes.

About You

We are looking for an established Customer Success leader who brings genuine depth of experience, strong commercial awareness and the ability to inspire confidence across an existing team.

You will ideally demonstrate:

• Proven experience leading and developing a substantial Customer Success function, ideally within a B2B environment.
• A strong track record of improving customer retention, renewals, engagement and commercial performance.
• Experience building, implementing or improving Customer Success frameworks, processes and operating models.
• The ability to lead and develop both individual contributors and existing team managers.
• Experience operating across multiple products, services or business lines.
• A track record of scaling, transforming or professionalising Customer Success operations.
• Strong analytical and commercial capabilities, with an understanding of how Customer Success directly contributes to revenue growth.
• The ability to move comfortably between strategic planning and hands-on execution.
• A collaborative, credible and approachable leadership style, with a genuine passion for developing people.

Above all, we are looking for someone who leads through both experience and action.

Someone who can establish a clear strategic direction, but who is equally comfortable rolling up their sleeves, working alongside their teams and personally driving improvements when needed.

Why Consider This Opportunity?

This is an opportunity to join a highly ambitious international business at an exciting stage of its growth journey.

With an established Customer Success operation already in place, you will have the platform to make a meaningful impact from day one, alongside the autonomy and senior-level exposure to shape how the function evolves as the business continues to expand.

You'll be joining an organisation experiencing consistent double-digit growth, where Customer Success is recognised as a critical driver of customer retention, commercial performance and long-term business success.

Package: Circa £65,000 basic salary + 20% bonus + excellent benefits, with potential flexibility for an exceptional candidate.