Head of Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Manchester; On-site; GBP 110,000 - 150,000; Full time

Job summary

Regulatory Technology business is seeking a senior Customer Success leader to drive a scaled CS function and become the senior voice in executive conversations. You will coach two CSMs, own a £4-5M ARR portfolio and influence commercial outcomes with cross-functional partners.

You will engage in strategic reviews, ensure health and adoption data drives decisions, and balance customer value with retention and revenue growth.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset focused on revenue protection and growth.
• Data-led approach using health, engagement and product adoption to prioritise activity.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own the strategy, health and performance of a £4-5M ARR portfolio.
• Deliver executive meetings, webinars and strategic business reviews.
• Partner with Account Management to maximise retention and renewal success.
• Use data to identify risk and opportunities in the portfolio.
• Collaborate with Marketing, Digital CS and Data & Analytics to improve the journey.
• Act as the senior escalation point for complex customer situations.

Skills

Customer Success leadership

SaaS experience

Strategic account management

Data-driven mindset

Stakeholder management

Coaching/mentoring

Tools

Salesforce

Gong

Hook

Job description

The Company:

• PE-backed Regulatory Technology business approaching £45M ARR, with ambitious plans to reach £100M ARR by 2030.
• Market-leading SaaS platform helping organisations reduce cyber risk through security awareness and compliance.
• A Customer organisation of 40+ people spanning Customer Success, Account Management, Onboarding and Managed Services.
• Significant investment into the customer technology stack, including Salesforce, Gong and Hook, creating a genuinely data-driven Customer Success function.
• A business that believes Customer Success should drive commercial outcomes, not just customer happiness.

The Opportunity:

Taking the lead for the Scaled Customer Success function, you'll define how a modern scaled CS organisation operates, leading two Customer Success Managers whilst remaining a highly visible, customer-facing leader.

You'll be just as comfortable coaching your team as you are stepping into executive customer conversations, driving adoption, challenging stakeholders and influencing commercial outcomes across a £4-5M ARR portfolio of almost 1,000 customers.

This isn't a role for someone who wants to manage from behind a dashboard.

They're looking for someone with the credibility and gravitas to become the senior Customer Success voice in the room when it matters most, leading strategic customer conversations, supporting complex accounts and setting the standard for commercial Customer Success.

What You'll Be Doing:

• Leading, coaching and developing two Customer Success Managers.
• Owning the strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering closely with Account Management to maximise customer retention and renewal success.
• Using customer health, engagement and product usage data to proactively identify risk and opportunity.
• Working alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
• Acting as the senior escalation point for complex customer situations, leading by example through your own customer interactions.

About You:

You'll bring:

• Experience leading Customer Success teams within a SaaS environment.
• A proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, understanding that Customer Success exists to deliver customer outcomes that protect and grow revenue.
• The confidence and credibility to influence senior stakeholders and challenge customers constructively when required.
• A data-led approach, using customer health, engagement and product adoption to prioritise activity.
• A coaching mentality, developing those around you whilst setting the standard through your own customer interactions.

Most importantly...

You understand that Customer Success isn't about keeping customers happy.

It's about understanding why customers invested in your platform, aligning around the outcomes they're trying to achieve and ensuring those outcomes are realised.

You'll be comfortable having difficult conversations, influencing senior stakeholders and acting as the commercial partner who keeps customer value, adoption and retention firmly aligned.