Head of Customer Success

develop; Greater London; Hybrid; GBP 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

37 days annual leave

Learning & development budget

Career progression

Job summary

develop is seeking an experienced Head of Customer Success to lead and scale its customer success function within a high-growth SaaS environment. Retention is a top commercial priority and the role carries high visibility and influence across the business.

You will own the CS strategy, coach a team of CS managers, drive retention and expansion, and build scalable playbooks and health scoring. A data-driven, executive-facing approach is essential for success in this role.

Qualifications

• Significant leadership experience within B2B SaaS Customer Success.
• Proven ownership of GRR, NRR, churn and renewal performance.
• Experience building CS playbooks, health scoring and customer segmentation.
• Strong commercial and analytical skills with a data-led approach to decision making.
• Experience managing and developing high-performing CS teams.
• Excellent stakeholder management and executive communication skills.

Responsibilities

• Own the CS strategy and operating model across the full customer lifecycle.
• Lead, coach and develop a team of Customer Success Managers.
• Take ownership of retention metrics including GRR, NRR, Net MRR Churn and product adoption.
• Improve customer engagement, renewal performance and expansion opportunities.
• Build scalable playbooks, customer health frameworks, segmentation and success metrics.
• Use customer data to identify churn risks, improve adoption and drive proactive engagement.
• Act as the senior customer advocate across the business, working closely with Product, Sales and Marketing.
• Present customer performance, commercial insights and strategic recommendations to senior leadership.

Skills

Leadership in CS

Churn reduction

NRR ownership

Data-driven decisions

Stakeholder management

Executive communication

Job description

A high-growth proptech business is looking for an experienced Head of Customer Success to lead and scale its Customer Success function. Retention has become the company's number one commercial priority, making this a highly visible leadership role with real influence across the business.

About You

You’ll be a commercially minded Customer Success leader who thrives in high-growth SaaS environments and has successfully reduced churn, improved retention and built scalable Customer Success functions.

Key Responsibilities

• Own the Customer Success strategy and operating model across the full customer lifecycle.
• Lead, coach and develop a team of Customer Success Managers.
• Take ownership of retention metrics including GRR, NRR, Net MRR Churn and product adoption.
• Improve customer engagement, renewal performance and expansion opportunities.
• Build scalable playbooks, customer health frameworks, segmentation and success metrics.
• Use customer data to identify churn risks, improve adoption and drive proactive engagement.
• Act as the senior customer advocate across the business, working closely with Product, Sales and Marketing.
• Present customer performance, commercial insights and strategic recommendations to senior leadership.

You’ll have:

• Significant leadership experience within B2B SaaS Customer Success.
• Proven ownership of GRR, NRR, churn and renewal performance.
• Experience building Customer Success playbooks, health scoring and customer segmentation.
• Strong commercial and analytical skills with a data-led approach to decision making.
• Experience managing and developing high-performing Customer Success teams.
• Excellent stakeholder management and executive communication skills

What’s on Offer

• Hybrid working (2-3 days per week in London)
• 37 days annual leave including birthday leave and Christmas shutdown
• Annual learning and development budget
• Flexible working and home office equipment
• Excellent career progression within a fast-growing SaaS business

If you're passionate about building world-class Customer Success teams and using data to drive customer retention and revenue growth, we'd love to hear from you