Head of Customer Success

Verifile Ltd; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading verification services provider in the UK seeks a Head of Customer Success to drive engagement and retention through strategic leadership. The ideal candidate will have strong experience in building teams, negotiating contracts, and implementing customer success frameworks. Exceptional communication and analytical skills are essential to influence at the executive level. This role includes a bonus scheme and generous benefits focused on employee wellbeing and personal development.

Benefits

Bonus scheme

Holiday Trading

Retail discounts

Life assurance

Wellness programmes

Gym discounts

Qualifications

• Demonstrable leadership experience, building and developing high-performing teams.
• Proven track record in negotiating complex agreements.
• Experience designing customer success frameworks.

Responsibilities

• Drive customer success and retention through effective strategy.
• Build strong relationships with enterprise stakeholders.
• Champion innovation and work closely with Product teams.

Skills

Leadership experience

Commercial acumen

Relationship management

Analytical capability

Exceptional communication

Tools

Zoho CRM

Totango

Zoho Analytics

Job description

Head of Customer Success

Who we are?

Verifile is an award‑winning leading provider of CV verification and background screening services using innovative technology and methodology. We carry out background checks on candidates to enable our customers to make informed and long term rewarding recruitment decisions.

About the role

As a Head of Customer Success you will drive results by leading a high performing team to deliver exceptional customer outcomes. You will set direction, streamline processes, and embed accountability to ensure customers gain full value from our solutions. Through strong partnerships and decisive leadership, you will transform insight and technology into tangible results.

Lead and empower a high performing team, fostering a culture of ownership, accountability, and continuous development to drive strong performance and long‑term results.

Drive customer success and retention by setting a clear customer success strategy, identifying and mitigating risk, and embedding best practice to deliver consistent, high value customer experiences.

Act as the voice of the customer, building strong relationships with enterprise stakeholders and using insight and feedback to influence service, operations, product, and company strategy.

Deliver commercial growth through ownership of senior level customer relationships, commercial and contract negotiations, and the development of a value‑led customer success proposition that maximises ROI.

Champion innovation and insight‑led development, partnering closely with Product to leverage emerging technology, build early adopter pipelines, and turn customer challenges into revenue opportunities.

The must haves

• Demonstrable leadership experience, including building, scaling and developing high‑performing teams.
• Proven commercial acumen with a track record of negotiating complex agreements and driving sustainable revenue growth.
• Advanced relationship management expertise, evidenced by influencing senior stakeholders within enterprise level customers.
• Experience designing and implementing customer success frameworks that improve retention, adoption, and customer lifetime value.
• Strong analytical capability, using data, metrics, and insights to inform decisions and measure impact.
• Exceptional communication and presentation skills, with the ability to articulate value propositions and influence at executive level.

The nice to haves

• Evidence of leveraging technology and platforms (e.g., Zoho CRM, Totango, Zoho Analytics) to enhance team and customer performance.
• Familiarity with SaaS or technology enabled services, with evidence of adopting emerging tools to elevate customer experience.

Wed also love you to :

Ensure that the company values are reflected in your own work and behaviour :

Put People First, own it, Be Curious, Succeed Together, and Delight your customer

Whats in it for you

Our Head of Customer Success position also comes with a bonus scheme.

Every member of our team at Verifile is valued, which is why we support their wellbeing fully with a range of benefits to help them thrive both inside and outside of work. Grouped around four priorities health, time, finances, and community, we do not have enough space to list them all, but it does include Holiday Trading, retail discounts, Life assurance, medical services, wellness programmes, fitness classes, gym discounts and much more!

Sound Exciting?

Please apply directly for Head of Customer Success through the link attached and our recruitment team will be in touch.

All our employees will be required to undergo background screening to BS7858 standards.

Be Yourself: We’re building a place where everyone feels comfortable and is empowered to bring their individuality to work. A place where everyone feels safe to share their experience and know that their individual voice will be heard, valued and respected. We value all cultures, backgrounds and experiences, and we truly believe that diversity drives creativity and innovation. Join our community and help us make the World a more honest and safe place to work.