Head of Customer Success

JR United Kingdom; Luton; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading healthcare provider in Luton seeks a Head of Customer Success to lead their team and enhance client satisfaction through strategic initiatives. The ideal candidate will have a proven record in customer success management and skills in leading high-performing teams. Responsibilities include building and mentoring a customer success team, driving product adoption, and managing escalated customer issues. This role is vital for achieving client retention and satisfaction rates.

Qualifications

• Proven ability to lead and mentor customer success or account management teams.
• Strong coaching and development skills.

Responsibilities

• Build, lead, and mentor a team of Customer Success Managers.
• Develop and execute the customer success strategy.
• Act as an escalation point for customer concerns.
• Achieve upsell targets via re-contracting and cross-sell opportunities.
• Own key metrics such as NPS, CSAT, and churn rates.

Skills

Leadership

Customer Success Management

Coaching

Data Analysis

Communication

Job description

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Head of Customer Success, Luton, Bedfordshire

Client: OneTouch Health

Location: Luton, Bedfordshire, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

2

Posted:

22.08.2025

Expiry Date:

06.10.2025

Job Description:

We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.

Key Responsibilities:

• Build, lead, and mentor a team of Customer Success Managers (CSMs).
• Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
• Act as an escalation point for customer concerns and issues when needed.
• Achieve upsell targets via re-contracting, pricing uplifts, and cross-sell opportunities.
• Ensure the re-contracting process is effective and efficient for all customers.
• Own key metrics such as NPS, CSAT, CLV, and churn/retention rates.
• Collaborate with Sales, Product, Marketing, and Support to align customer needs with business goals.
• Implement scalable processes and tools to improve engagement, renewals, and upsell opportunities.
• Serve as the voice of the customer within the organisation, providing insights to shape product development and strategy.
• Oversee onboarding, training, and support processes for a seamless customer experience.
• Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
• Present updates and insights to executive leadership and stakeholders regularly.

Required Skills and Experience:

• Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
• Strong coaching and development skills.

Additional Skills:

• Strategic Thinking: Ability to design and execute long-term strategies aligned with company goals, setting KPIs and using metrics to drive performance.
• Customer-Centric Mindset: Deep understanding of customer needs and behaviors, with a commitment to delivering exceptional experiences.
• Communication & Interpersonal Skills: Excellent verbal and written communication, high emotional intelligence, and conflict resolution skills.
• Data Analysis & Decision-Making: Proficiency in using data and feedback, experience with health scoring, churn analysis, and NPS/CSAT metrics.
• Cross-Functional Collaboration: Effective collaboration with Sales, Marketing, Product, and Support teams.
• Process Development & Optimization: Skilled in designing scalable processes and familiar with customer journey mapping.
• Target-driven: Ability to work to and exceed targets.

Required Experience:

• Experience managing Customer Success, Account Management, or Client Services teams.
• Success in B2B SaaS or technology-driven environments.
• Managing a portfolio with enterprise and/or mid-market clients.
• Ability to reduce churn, increase CLV, and drive upsell/renewal outcomes.