Head of Customer Success

Arrive; Greater London; In loco; GBP 90.000 - 150.000; Tempo pieno

Descrizione del lavoro

Arrive in London is seeking a Head of Customer Success to drive the performance, scalability and quality of the CS function. You will own service delivery, leadership development, and operational excellence to support sustainable growth.

You will define standards, lead teams across locations, and partner with Product and Technology to improve tooling and workflows. A data-driven leader who communicates effectively with senior stakeholders will thrive.

Competenze

• Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations.
• Experience scaling service operations in a growing business.
• Deep understanding of customer service metrics, SLAs, and quality frameworks.
• Commercial awareness with the ability to balance cost, quality and growth.

Mansioni

• Lead, coach, and develop Customer Success managers and team leads.
• Own KPIs including response times, resolution times, backlog management, CSAT, and quality.
• Design and maintain scalable Customer Success processes and playbooks.
• Partner with Product and Technology teams to improve tooling, automation and workflows.
• Provide clear, data-led reporting and insights to senior leadership.

Conoscenze

People leadership

Multi-location teams

Scaling service ops

CS metrics & SLAs

Commercial awareness

Stakeholder communication

Strumenti

CRM

Ticketing systems

Telephony

Descrizione del lavoro

We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

The Head of Customer Success is accountable for the performance, scalability, and quality of the Customer Success function at YourParkingSpace. The role owns service delivery, people leadership and operational excellence, ensuring a consistent, high-quality customer experience while supporting sustainable business growth.

This role has full responsibility for how Customer Success operates day to day, how teams are led and developed, and how service standards are defined, measured, and improved.

How To Make An Impact

Leadership & People Management

• Lead, coach, and develop Customer Success managers and team leads
• Build a strong leadership layer with clear accountability and ownership
• Set clear expectations, objectives, and performance standards across the function
• Own workforce planning, recruitment input, onboarding, and role development
• Drive engagement, retention, and progression within Customer Success

Service Delivery & Performance

• Own Customer Success KPIs including response times, resolution times, backlog management, CSAT, and quality
• Ensure service levels are consistently met or exceeded
• Act as the senior escalation point for critical service or customer-impacting issues
• Establish and maintain quality assurance and continuous improvement frameworks

Operational Excellence

• Design and maintain scalable Customer Success processes and playbooks
• Ensure effective and disciplined use of tools and systems (ticketing, telephony, CRM)
• Identify operational risks, inefficiencies, and bottlenecks, and drive resolution
• Partner with Product and Technology teams to improve tooling, automation and workflows
• Own capacity planning, forecasting, and service readiness

Stakeholder Management

• Partner with Operations, Finance, and Commercial teams on service-related initiatives
• Provide clear, data-led reporting and insights to senior leadership
• Support key client discussions where Customer Success input is required

Strategy & Scale

• Define and evolve the Customer Success operating model in line with business priorities
• Ensure the function is stable, scalable, and operationally robust
• Balance service quality, cost efficiency, and performance outcomes
• Contribute to wider business transformation and change initiatives

About You

Key Skills & Experience

• Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations
• Strong people leadership experience, including managing managers and team leads
• Demonstrated experience scaling service operations in a growing business
• Deep understanding of customer service metrics, SLAs, and quality frameworks
• Commercial awarenesswith the ability to balance cost, quality and growth
• Confident communicator with senior stakeholders

Personal Attributes

• Calm, structured, and accountable leadership style
• Highly organised and detail-oriented
• Data-drivenwith a strong focus on outcomes
• Comfortable managing change and complexity
• Resilient, pragmatic, and decisive

This role is based in London.

Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifyingthe experience of travel for everyone. Travelis morethana journey, it’showyou Arrive.