Head of Customer Success

James Adams; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job summary

James Adams is recruiting a Head of Customer Success to own the UK function for a cloud and managed services provider. The role focuses on strategic accounts, retention, and renewals, partnering with senior stakeholders and technical teams to ensure value delivery across the customer base.

The successful candidate will drive customer satisfaction, reduce renewal risk, and implement proactive success processes while working across a globally distributed team.

Qualifications

• Experience in senior customer success roles within cloud, managed services or technology consultancies.
• Proven track record of improving retention and renewal performance.
• Ability to engage with senior stakeholders and build trusted relationships.
• Technical understanding of cloud infrastructure to communicate with engineering teams.

Responsibilities

• Own the UK customer success function for strategic accounts and renewals.
• Lead regular meetings with senior stakeholders to assess satisfaction and address concerns.
• Develop and execute retention strategies to improve renewal performance across the UK portfolio.
• Act as a trusted point of contact, prioritising and resolving customer issues effectively.
• Collaborate with technical teams to enhance the customer experience and ensure value delivery.
• Identify renewal risks early and implement action plans to strengthen relationships.
• Monitor customer satisfaction and renewal outcomes against KPIs.
• Coordinate with international teams to maintain consistent service standards.

Skills

Customer Success

Strategic Relationships

Renewals

Stakeholder Management

Cloud Infrastructure

Job description

Customer Success Manager – Cloud & Managed Services

OTE: Up to £100,000 (Performance-related)

Location: London / UK

Focus: Customer Retention | Renewals | Strategic Client Relationships

An exciting opportunity to take ownership of customer success across the UK for an established international cloud and managed services specialist.

We're partnering with an ambitious, internationally established cloud and managed services business to recruit a Head of Customer Success, responsible for developing strategic customer relationships, improving retention and ensuring clients receive exceptional ongoing service.

The company specialises in supporting business-critical cloud environments, providing a combination of cloud infrastructure, managed services, technical consultancy and ongoing application support.

With an established international presence, experienced technical teams and the backing of a larger technology group, the business is investing in strengthening its UK customer operations.

This is a fantastic opportunity for an experienced customer success professional who enjoys building meaningful client relationships, solving problems and making a tangible difference to the customer experience.

You'll take ownership of the company's most strategically important UK customers, working closely with senior stakeholders, technical teams and international colleagues to improve customer satisfaction, strengthen retention and develop a more proactive approach to customer success.

Unlike positions where customer success is primarily focused on identifying upselling opportunities, this role is centred on understanding customers, protecting relationships and ensuring the business consistently delivers against expectations.

The Opportunity

As Head of Customer Success, you'll take responsibility for the company's UK customer success function, with a particular focus on strategic accounts, customer retention and renewals.

You'll be the senior customer success representative in the UK, supported by an established international team and experienced technical specialists.

Your primary objective will be to strengthen customer relationships, improve renewal performance and ensure customers continue to receive value from the services they purchase.

Your responsibilities will include:

• Taking ownership of the company's most strategically important UK customers, developing strong relationships with senior business and technical stakeholders.
• Leading regular face-to-face customer meetings to understand satisfaction levels, identify concerns and ensure customer expectations are being met.
• Developing and executing customer retention strategies, with responsibility for improving renewal performance across the UK customer portfolio.
• Acting as a trusted point of contact for customers, ensuring issues are understood, prioritised and resolved effectively.
• Working closely with technical account owners, engineers and service delivery teams to improve the customer experience.
• Identifying potential renewal risks early and developing appropriate action plans to strengthen customer relationships.
• Monitoring customer satisfaction, service performance and renewal outcomes against agreed KPIs.
• Collaborating with commercial colleagues to ensure customers receive a joined‑up experience across service delivery, account development and contract renewals.
• Supporting and coordinating international customer success colleagues to ensure consistent service standards across the wider customer base.
• Helping develop customer success processes, reporting and engagement strategies as the UK operation continues to grow.

This is a highly relationship-driven position, requiring someone who enjoys meeting customers, understanding their challenges and working collaboratively to deliver meaningful improvements.

What We're Looking For

We're interested in speaking with experienced customer success professionals who have a strong background in recurring‑revenue technology services and a proven ability to improve customer retention.

You’ll ideally bring:

• Experience in a senior Customer Success Manager, Customer Success Lead or Head of Customer Success position within a cloud, managed services or technology consultancy business.
• A demonstrable track record of managing strategic customer relationships and improving retention or renewal performance.
• Experience working within recurring‑revenue business models, with an understanding of customer lifecycle management and contract renewals.
• The ability to engage confidently with senior stakeholders, understand customer concerns and build trusted, long‑term relationships.
• Sufficient technical understanding of cloud infrastructure, managed services or application support to hold credible conversations with customers and engineering teams.
• Strong problem‑solving skills, with the ability to coordinate internal teams and ensure customer issues are addressed effectively.
• Experience managing customer satisfaction metrics, renewal KPIs and customer health indicators.
• A proactive, hands‑on approach, with a willingness to regularly meet customers face to face.
• The confidence to operate autonomously, influence internal stakeholders and help develop customer success processes.