Head Of Customer Success

Sr2 Rec Ltd; Greater London; On-site; GBP 100,000 - 110,000; Full time

Job summary

SR2 REC LTD in London is seeking a Head of Customer Success to lead our AI startup's post-sales journey. This is the first dedicated CS hire, owning onboarding, adoption, renewals and expansion, and shaping the function from scratch to scale enterprise relationships.

You will partner with founders, product and engineering to influence the roadmap, drive retention and commercial growth, and build scalable CS processes in a fast-moving, growth-focused environment.

Qualifications

• Strong experience in Customer Success, Strategic Account Management or enterprise client relationships.
• A background in B2B SaaS, fintech, technology or financial services.
• Experience managing complex on-boarding, implementation and customer life-cycles.
• 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.

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.

Skills

Customer Success

Strategic Account Management

Enterprise Relationships

B2B SaaS

Onboarding & Adoption

Job description

Head of Customer Success | AI Startup

Location: Central London | 4 days onsite
Salary: £100,000-£110,000 + Bonus & Equity

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, technology 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.