Head of Customer Success

SR2; Greater London; Sur place; GBP 110 000 - 170 000; Plein temps

Résumé du poste

SR2, a London-based AI startup, is hiring a Head of Customer Success to own the post-sale journey from onboarding to renewals. The role offers the freedom to shape how CS is built in a fast-moving environment and to drive strategic, high-value engagement with enterprise customers.

You will lead onboarding, adoption and renewal strategies, partnering with founders, Product and Engineering to ensure exceptional customer value and sustained growth.

Qualifications

• Experience in customer success leadership, especially with enterprise clients.
• Background in B2B SaaS, fintech or financial services is preferred.
• Experience managing onboarding, implementation and lifecycle programs.

Responsabilités

• Own the entire post-sale customer journey from onboarding through renewals and expansion.
• Build trusted relationships with senior stakeholders across enterprise accounts.
• Drive customer adoption, engagement, retention and long-term account growth.
• Take commercial ownership of renewals and identify opportunities to expand relationships.
• Collaborate with founders, Product and Engineering to influence CX and product roadmaps.
• Establish customer success processes, frameworks and strategies from scratch.
• Act as the voice of the customer to inform product and process improvements.

Connaissances

Customer Success

Strategic Accounts

Enterprise Relationships

Description du poste

Location: Central London | 4 days onsite

We're partnering with an ambitious, recently Series A-funded AI startup entering an exciting new phase of growth. With significant investment secured, an expanding enterprise customer base and ambitious plans for the future, they're looking for a Head of Customer Success to join at a pivotal stage.

This is a rare opportunity to become the business's first dedicated Customer Success hire, taking complete ownership of the customer journey while building a function that will play a crucial role in the company's growth.

We're looking for someone who enjoys being hands-on, thrives in a fast-moving environment and wants the freedom to shape how things are done, rather than inherit an established playbook.

The Opportunity

You'll be responsible for developing strong, long-term relationships with enterprise customers, ensuring they're getting genuine value from the platform while helping the business scale.

Key responsibilities:

• Own the entire post-sale customer journey, from on-boarding and implementation through to renewals and expansion.
• Build trusted relationships with senior stakeholders across enterprise accounts.
• Drive customer adoption, engagement, retention and long-term account growth.
• Take commercial ownership of renewals, identifying opportunities to expand existing relationships.
• Work directly with the founders, Product and Engineering teams to influence the customer experience and product road-map.
• Establish Customer Success processes, frameworks and strategies from the ground up.
• Act as the voice of the customer, ensuring their feedback translates into meaningful improvements.

What We're Looking For:

We're interested in commercially minded, ambitious individuals who combine excellent relationship management skills with the confidence to take ownership.

• Strong experience in Customer Success, Strategic Account Management or enterprise client relationships.
• Ideally a background in B2B SaaS, fintech or financial services.
• Experience managing complex on-boarding, implementation and customer life-cycles.
• A strong understanding of retention, renewals and commercial growth.
• Confident communicating with senior stakeholders and working across technical and commercial teams.
• Proactive, analytical and comfortable making decisions independently.
• Excited by AI, emerging technology and the opportunity to build something from an early stage.

Previous Head of Customer Success experience is welcome, but we're equally interested in individuals ready to take that next step.

If you're looking for an opportunity where you can take ownership, have a real voice in the business and help shape the next stage of an ambitious AI startup, we'd love to hear from you.