Head of Customer Success

Verifile Ltd; Bedford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading verification services provider in Bedford is seeking a Head of Customer Success. This role involves leading a high-performing team, driving customer retention, and influencing company strategy through strong relationships with stakeholders. The ideal candidate will have experience in negotiations and successfully implementing customer success frameworks. Benefits include a bonus scheme and a variety of employee wellness programs to support overall wellbeing.

Benefits

Bonus scheme

Retail discounts

Life assurance

Wellness programmes

Gym discounts

Qualifications

• Demonstrable leadership experience, including building and developing high-performing teams.
• Proven track record in negotiating complex agreements and driving revenue growth.
• Advanced relationship management expertise with enterprise level customers.
• Experience in implementing customer success frameworks to improve retention and value.

Responsibilities

• Lead a high-performing team fostering a culture of ownership and development.
• Drive customer success and retention with a clear strategy.
• Build relationships with enterprise stakeholders to influence strategy.
• Deliver commercial growth through senior level customer relationships.
• Partner with Product for innovation and to address customer challenges.

Skills

Leadership experience

Commercial acumen

Relationship management expertise

Analytical capability

Communication and presentation skills

Tools

Zoho CRM

Totango

Zoho Analytics

Job description

Head of Customer Success

Who we are?

Verifile is an award-winning leading provider of CV verification and background screening services using innovative technology and methodology. We carry out background checks on candidates to enable our customers to make informed and long‑term rewarding recruitment decisions.

About the role:

• Lead and empower a high performing team, fostering a culture of ownership, accountability, and continuous development to drive strong performance and long‑term results.
• Drive customer success and retention by setting a clear customer success strategy, identifying and mitigating risk, and embedding best practice to deliver consistent, high‑value customer experiences.
• Act as the voice of the customer, building strong relationships with enterprise stakeholders and using insight and feedback to influence service, operations, product, and company strategy.
• Deliver commercial growth through ownership of senior level customer relationships, commercial and contract negotiations, and the development of a value‑led customer success proposition that maximises ROI.
• Champion innovation and insight‑led development, partnering closely with Product to leverage emerging technology, build early adopter pipelines, and turn customer challenges into revenue opportunities.

The must haves:

• Demonstrable leadership experience, including building, scaling and developing high‑performing teams.
• Proven commercial acumen with a track record of negotiating complex agreements and driving sustainable revenue growth.
• Advanced relationship management expertise, evidenced by influencing senior stakeholders within enterprise level customers.
• Experience designing and implementing customer success frameworks that improve retention, adoption, and customer lifetime value.>
• Strong analytical capability, using data, metrics, and insights inform decisions and measure impact.
• Exceptional communication and presentation skills, with the ability to articulate value propositions and influence at executive level.

The nice to haves:

• Evidence of leveraging technology and platforms (e.g., Zoho CRM, Totango, Zoho Analytics) to enhance team and customer performance.
• Familiarity with SaaS or technology‑enabled services, with evidence of adopting emerging tools to elevate customer experience.

We’d also love you to:

Ensure that the company values are reflected in your own work and behaviour:

Put People First, own it, Be Curious, Succeed Together, and Delight your customer

What’s in it for you:

Our Head of Customer Success position also comes with a bonus scheme.

Every member of our team at Verifile is valued, which is why we support their wellbeing fully with a range of benefits to help them thrive both inside and outside of work. Grouped around four priorities – health, time, finances, and community, we don’t have enough space to list them all, but it does include Holiday Trading, retail discounts, Life assurance, medical services, wellness programmes, fitness classes, gym discounts and much more!

Sound Exciting?

Please apply directly for Head of Customer Success through the link attached and our recruitment team will be in touch.

All our employees will be required to undergo background screening to BS7858 standards.

Be Yourself: We’re building a place where everyone feels comfortable and is empowered to bring their individuality to work. A place where everyone feels safe to share their experience and know that their individual voice will be heard, valued and respected. We value all cultures, backgrounds and experiences, and we truly believe that diversity drives creativity and innovation. Join our community and help us make the World a more honest and safe place to work.