Head of Customer Success

RGH-Global Ltd; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A mission-focused organisation in the online commerce sector seeks a Head of Customer Success to lead a B2B customer success operation. You will inspire a high-performing team, create scalable processes, and leverage data to drive customer retention and business outcomes. This strategic role involves collaboration with various teams and supports expansion into new regions, making it a unique chance to shape a vital function in a dynamic organisation.

Qualifications

• Extensive experience leading customer success in a B2B or technology-driven environment.
• Proven ability to lead change and optimise processes.
• Demonstrated success in achieving growth and retention through data and technology.

Responsibilities

• Inspire and develop a high-performing team through growth and transformation.
• Create efficient, scalable processes and tech-driven workflows to enhance customer experience.
• Drive customer retention and business outcomes using data insights.
• Collaborate with product, operations, and sales teams to shape organisational strategy.
• Support expansion into new regions.

Skills

Leading customer success

Data analysis

Communication

Relationship building

Job description

Head of Customer SuccessWe are assisting a mission-focused, privately supported organisation in the online commerce sector, dedicated to balancing growth with positive societal and environmental outcomes. This globally active company is entering a transformative phase and seeks a senior leader to guide its customer success efforts.

This strategic yet practical role will oversee the development of a B2B customer success operation, collaborating with mission-driven entities such as non-profits and academic institutions to deliver value through innovative, technology-enabled solutions.

You will lead a skilled team through a period of change, implementing streamlined processes, leveraging technology, and fostering a customer-first approach to achieve exceptional service and sustainable growth.

Key Responsibilities

• Inspire and develop a high-performing team through growth and transformation.
• Create efficient, scalable processes and tech-driven workflows to enhance customer experience.
• Drive customer retention and business outcomes using data insights.
• Collaborate with product, operations, and sales teams to shape organisational strategy.
• Support expansion into new regions.

What We Seek

• Extensive experience leading customer success in a B2B or technology-driven environment.
• Proven ability to lead change and optimise processes.
• Demonstrated success in achieving growth and retention through data and technology.
• Strong communication and relationship-building skills.

This is a unique chance to shape a vital function in a dynamic, values-driven organisation.