Head of Customer Success

Talantir; Liverpool; On-site; GBP 90,000 - 130,000; Full time

Job summary

System C is seeking a Head of Customer Success to lead a proactive, value-led strategy that increases adoption, retention and advocacy in Healthcare, Social Care and Education sectors.

You will shape a consistent engagement framework across product sets and customer segments, directing a high-performing CS team and partnering with Support, Product, and Implementation to ensure customers get maximum value at every touchpoint.

Qualifications

• Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
• Strong track record improving engagement, retention and customer satisfaction.
• Comfortable operating in regulated/public sector environments; healthcare, social care or education desirable.

Responsibilities

• Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
• Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
• Lead and develop teams with clear accountability, performance standards and coaching.
• Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends).
• Own and improve customer satisfaction metrics (including NPS) and feedback loops.
• Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.

Skills

Leadership

Customer Success

Stakeholder management

SaaS

Data-driven

Tools

CRM systems

Data analytics tools

Job description

At System C, we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We’re looking for a Head of Customer Success to lead a proactive, value-led customer success strategy that increases adoption, strengthens retention, and builds advocacy - even when priorities shift and the environment is fast-moving and complex.

What You’ll Be Doing

You’ll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints. You’ll lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.

Key Responsibilities

• Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
• Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
• Lead and develop teams with clear accountability, performance standards and coaching.
• Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes).
• Own and improve customer satisfaction metrics (including NPS) and feedback loops.
• Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
• Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.

What We’re Looking For

• Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
• Strong track record improving engagement, retention and customer satisfaction.
• Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
• Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).