Head of Customer Success

Spotlight Recruitment; Greater London; Hybrid; GBP 59,000 - 72,000; Full time

Benefits offered by this job

Hybrid work

Enhanced pension

Health & wellbeing

Early Friday finish

25 days holiday + BH

Job summary

Spotlight Recruitment is seeking a Head of Client Success to lead client relationships across two key business sectors. You will focus on retention and growth, leveraging B2B marketing insights to guide campaigns and deliver value for high-value clients.

This leadership role manages a team and collaborates with senior stakeholders to align strategy with execution, reporting outcomes and ensuring client satisfaction across campaigns. Hybrid working with 1–2 days in the office per week is offered.

Qualifications

• Proven experience in Customer Success, Account Management or similar.
• Ability to work with KPIs, health metrics and ROI reporting.
• Strong judgement for managing complex client requirements.
• Excellent communication skills and ability to articulate ideas clearly.

Responsibilities

• Oversee client relationships and ensure a customer-centric experience.
• Support retention and growth across a portfolio of high-value clients.
• Collaborate with senior stakeholders and internal teams to deliver campaigns.
• Provide high-level reporting to demonstrate value and drive ongoing account growth.

Skills

Customer Success

Account Management

KPI reporting

Stakeholder management

B2B marketing

Communication

Job description

Head of Client/Customer Success Manager – Sales Enablement/Events/Media – Up to £65k + 20% bonus + hybrid working (1-2 days in the office per week).

Our client is an established group leading the way across media production, events, publishing, intelligence and training. They are looking to onboard a Head of Client Success working across two highly successful sectors of their business. This is not a sales role - this is a role working with existing accounts, focusing on client retention and growth and using strong B2B marketing understanding to develop client relationships. In addition to a 20% bonus, our client offers an employee focused culture with hybrid working with 1 or 2 days in the office per week, an enhanced pension scheme, health and wellbeing services, summer early Friday finishes and 25 days holiday plus bank holidays.

As Head of Client Success, you will oversee all client relationships and provide a customer-centric experience to a growing portfolio of high-value clients. Working closely with senior stakeholders you will have the chance to build collaborative client relationships with key stakeholders, act as a trusted advisor throughout the client journey, and proactively manage campaign delivery alongside marketing operations and other internal teams. Client retention is key; managing the client relationship, and providing high-level reporting, which in turn, ensures successful growth.

This role will manage a team and and sits at the centre of the client relationship, bringing together strategy, campaign execution, performance management and stakeholder engagement.

What do I need?

• Proven experience in Customer Success, Client Services, Account Management or a similar client facing role, ideally within B2B media, publishing, marketing, data, technology or an agency environment.
• Able to work with KPIs, account health metrics, campaign performance and ROI reporting.
• Strong judgement particularly when managing complex client requirements
• Exceptional communication skills, with the ability to clearly articulate and drive new ideas
• Excellent understanding of B2B marketing
• Strong stakeholder management skills and confident personality
• Highly organised and customer-focused, curious and innovative mindset
• Able to successfully manage projects across multiple channels

Spotlight Recruitment is an Equal Opportunities Employer. Our focus is to ensure we're inclusive every day, helping our clients to recruit and build organisations that reflect modern society and celebrate diversity in all its forms. We want our candidates to feel that they belong and can be their best, regardless of background, identity or culture and we especially welcome applications from under-represented groups. If you need any adjustments to support your application, such as information in alternative formats or special requirements for accessibility, please contact us and we’ll do everything we can to help. We are committed to supporting candidates who may need alternative arrangements. This information will be treated as confidential and used only for the purpose of determining any adjustments you may need for the interview process.

We are required to verify that candidates and employees meet the eligibility criteria to reside and work in the location specified. Unfortunately, we cannot offer visa sponsorship for candidates requiring a work permit in this location.