Head of Customer Success

Stanton House; Greater London; On-site; GBP 110,000 - 160,000; Full time

Job summary

Stanton House is assisting a high-growth, international B2B SaaS business to appoint an Interim Head of Customer Success. You will lead a 35-person global CS organisation, delivering stability while guiding commercial transformation and embedding best practices across renewals, retention and customer health.

The role requires hands-on leadership, low ego and high EQ, with experience implementing AI-enabled CS workflows and data-driven decision-making.

Qualifications

• Proven experience leading a global Customer Success function in a B2B SaaS business.
• Hands-on leadership with the ability to influence across a complex org.
• Experience implementing modern CS technology and AI-enabled workflows.
• Strong focus on renewals, retention, churn and customer health.

Responsibilities

• Lead and develop a global Customer Success organisation across multiple segments.
• Drive performance across renewals, retention, churn and customer health.
• Assess and evolve churn and renewal programmes.
• Embed best-practice CS processes, operating rhythms and ways of working.
• Maximise CS technology and data use to improve decisions and engagement.
• Collaborate with Sales, RevOps and Group leadership to align customer strategy.

Skills

Customer Success Leadership

B2B SaaS

Scaling Organisation

Automation / AI workflows

Data-driven decisions

Job description

Interim Head of Customer Success | B2B SaaS

We’re supporting a high-growth, international B2B SaaS business looking to appoint an experienced Interim Head of Customer Success to lead a global CS organisation during a period of continued commercial transformation.

Reporting into the CRO, you’ll take responsibility for a 35 person international Customer Success function, providing experienced leadership and stability while helping the business critically assess and embed the changes made over the past year.

The mandate will include:

• Leading and developing a global Customer Success organisation across multiple customer segments
• Driving performance across renewals, retention, churn and customer health
• Assessing and evolving the existing churn and renewal programme
• Embedding best-practice CS processes, operating rhythms and ways of working
• Maximising the use of CS technology and customer data to improve decision‑making and engagement
• Working closely with Sales, RevOps and wider Group leadership to create a consistent customer approach
• Identifying where further transformation is required and helping drive it through execution

We’re looking for an established Customer Success leader from B2B SaaS, subscription or an adjacent technology-enabled environment who has operated in a scaling organisation and knows what best-in‑class CS looks like.

You’ll need to be hands‑on, low ego and high EQ, comfortable operating autonomously and influencing across a complex organisation. Experience implementing modern CS technology, automation or AI‑enabled workflows would be particularly interesting.

We are looking for someone with genuine Customer Success leadership credentials who can quickly establish credibility with an established global team.

Initial 6‑month maternity cover with potential for a longer assignment. Target start from mid-October.