Head of Customer Success

TN United Kingdom; Esher; On-site; GBP 45,000 - 85,000; Full time

Job description

We are recruiting strategic and dynamic Head of Customer Success to lead and grow our newly formed Customer Success team. In this role, you will be responsible for ensuring customers have a seamless onboarding experience, driving long-term customer satisfaction, retention, and growth. You will have the opportunity to join a fast-paced environment that values innovation, collaboration, and a customer-centric approach.

The Head of Customer Success will play a key leadership role in defining the vision and execution of our customer and client success strategy in a global organisation, working cross-functionally with Sales, IT, and Operational teams to deliver exceptional service and value to our clients.

Skills and Experience:

• Proven leadership in customer success, managing teams focused on onboarding and retention.
• Experience building high-performing, customer-centric teams.
• Cross-functional collaboration within matrix structure organisations.
• Strong leadership, communication, negotiation, and interpersonal skills.
• Analytical mindset with strategic decision-making using data and customer insights.
• Expertise in CRM and customer success tools (e.g. Salesforce).
• Deep understanding of customer success best practices and strategies.

If you're passionate about driving customer success and leading cross-functional teams, we want to hear from you!

Key Responsibilities:

• Lead and mentor a high-performing team focused on customer success.
• Oversee streamlined onboarding processes to drive early adoption and reduce churn.
• Define and implement customer success strategies, setting goals and KPIs.
• Collaborate with Sales, IT, and Operations for seamless transitions and communication.
• Develop programs to enhance customer engagement and retention.
• Monitor performance and KPIs for continuous improvement.
• Advocate for customers, addressing pain points and driving enhancements.
• Refine processes for efficiency and scalability.
• Report to senior leadership on successes, challenges, and strategic recommendations.

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed to help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Desired Criteria

• Experience in the Risk / Resilience Management and / or Travel Assistance field.

Required Criteria

• Expertise in CRM and customer success tools (e.g., Salesforce).
• Proven experience in customer success, with strong experience in a leadership role, managing teams focused on customer onboarding and client retention.
• Excellent communication, negotiation, and interpersonal skills to interact effectively with internal stakeholders and customers.