Head of Customer Success

JR United Kingdom; Basildon; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading technology firm is seeking a strategic Head of Customer Success to oversee a developing team. This role involves leading Customer Success Managers to enhance client satisfaction and retention. The ideal candidate will possess strong leadership qualities, strategic insight, and a focus on customer-centric processes to ensure impactful outcomes and product adoption. Experience in B2B SaaS environments is essential.

Qualifications

• Proven ability to lead, mentor, and grow customer success teams.
• Experience setting KPIs and using metrics for performance improvements.
• Exceptional verbal and written communication skills.
• Proficiency in data analysis and customer feedback utilization.

Responsibilities

• Build, lead, and mentor a team of Customer Success Managers.
• Develop and execute customer success strategy for product adoption.
• Act as an escalation point for customer concerns.
• Achieve upsell targets through effective strategies.
• Own key metrics like NPS, CSAT, and CLV.

Skills

Leadership skills

Strategic thinking

Customer-centric mindset

Communication skills

Data analysis

Cross-functional collaboration

Process development

Target-driven

Job description

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We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.

• Duration:Full time, permanent
• Location:Ireland or the UK
• Department:Operations

This is an exciting opportunity to build and support a developing team. The ideal candidate will possess excellent leadership skills, a good understanding of our platforms and customer bases, and the ability to work to targets.

Key Responsibilities:

• Build, lead, and mentor a team of Customer Success Managers (CSMs).
• Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
• Act as an escalation point for customers for customer concerns and issues when needed and appropriate.
• Achieve upsell targets via re-contracting, pricing uplifts and identifying cross-sell opportunities.
• Ensure the re-contracting process is effective and efficient for all customers
• Own key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and churn/retention rates.
• Collaborate cross-functionally with Sales, Product, Marketing, and Support to align customer needs with business goals.
• Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
• Serve as the voice of the customer within the organisation, providing insights to help shape product development and strategy.
• Oversee onboarding, training, and support processes to ensure a seamless and consistent customer experience.
• Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
• Regularly present updates and insights to executive leadership and stakeholders.

Required Skills and Experience:

• Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
• Strong coaching and development skills.

2. Strategic Thinking

• Ability to design and execute long-term customer success strategies aligned with company goals.
• Experience setting KPIs and using metrics to drive performance and improvements.

3. Customer-Centric Mindset

• Deep understanding of customer needs, behaviours, and how to drive value throughout the customer lifecycle.
• Commitment to delivering exceptional experiences and building trusted relationships.

4. Communication & Interpersonal Skills

• Exceptional verbal and written communication skills, including the ability to present to executives and clients.
• High emotional intelligence and conflict resolution abilities.

5. Data Analysis & Decision-Making

• Proficiency in using data and customer feedback to inform decisions and improve processes.
• Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.

6. Cross-Functional Collaboration

• Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.

7. Process Development & Optimisation

• Skilled in designing scalable processes for onboarding, adoption, and renewal.
• Familiarity with customer journey mapping and lifecycle management.

8. Target-driven

• Ability to work to and exceed targets.

Required Experience:

• Experience in managing Customer Success, Account Management, or Client Services.
• Proven success in B2B SaaS or technology-driven environments.
• Experience managing a customer portfolio with enterprise and/or mid-market clients.
• Demonstrated ability to reduce churn, increase customer lifetime value, and drive upsell/renewal outcomes.