Head of Customer Success

Sphere Digital Recruitment; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A high-growth SaaS company in London is seeking a Head of Customer Success to lead their global customer success function. This role involves driving customer adoption, retention, and account expansion while partnering with the C-suite to shape product strategies. Candidates should have over 5 years of SaaS experience, with a strong background in leadership and financial management. This position offers a competitive salary and the chance to impact a rapidly scaling business.

Benefits

Competitive salary

Autonomy in shaping strategy

Collaborative leadership team

Qualifications

• 5+ years of experience in a SaaS environment with 3+ years in a leadership role.
• Proven track record in customer success, retention, and account expansion.
• Experience managing budgets and financial metrics related to customer success.

Responsibilities

• Drive adoption and retention across enterprise accounts.
• Build and scale a customer success function.
• Act as a strategic partner to C-suite executives.

Skills

Leadership in SaaS

Customer retention strategies

Financial acumen

Experience in driving NRR

Change management

Job description

Head of Customer Success - High Growth SaaS Scale Up

Salary: £70k - £100k + Bonus

London / Hybrid

We are working a fast-growing SaaS scale-up at the forefront of AI-driven solutions. They're looking for a Head of Customer Success to continue to build, scale and elevate their global CS function. This is a rare chance to step into a high-impact role, own the customer journey end-to-end, and partner with some of the world's leading enterprise brands.

The Role

• Driving adoption, retention and expansion across enterprise accounts.
• Building out a world-class CS function - scaling, coaching and mentoring a high-performing team.
• Acting as a strategic partner to the C-suite, shaping product roadmaps and customer advocacy initiatives.
• Owning CS P&L, budgets and efficiency metrics, with a laser focus on ROI.
• Embedding best-in-class processes across onboarding, renewals, escalations and health scoring.
• This role is perfect for someone who thrives on strategic leadership but isn't afraid to roll their sleeves up and get hands-on.

What They're Looking For:

• 5 + years in SaaS with at least 3 years in leadership
• Proven record driving retention, NRR and account expansion
• Strong financial acumen and direct ownership of CS budgets / P&L
• Experience leading through change, escalations and turnaround scenarios
• Bonus: Familiarity with AI & automation tools, scaling globally, working across diverse markets.

Why Apply:

• Join a high-growth team that's redefining how AI can transform enterprise outcomes
• Huge autonomy to shape the CS strategy from the ground up
• Work alongside a passionate, values-driven leadership team
• Be part of a business that's scaling fast, where your work will have immediate and visible impact

If you're an experienced CS leader who wants to make their mark in a high-growth SaaS environment, get in touch -

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.