Head of Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Milton Keynes; Hybrid; GBP 55,000 - 60,000; Full time

Job summary

A leading SaaS company in Milton Keynes seeks a Customer Success Team Leader. This role involves leading a talented team across multiple regions, maintaining client ownership, and driving engagement strategies. The ideal candidate will have over 3 years of experience in Customer Success, strong leadership skills, and a proactive approach. This position offers a competitive salary and hybrid working arrangements.

Benefits

Base salary from £55k - £60k plus bonus

25+ days holiday plus bank holidays

Enhanced pension and maternity/paternity pay

Wellbeing and charity days

Qualifications

• 3+ years’ experience in Customer Success, Client Services, or Account Management within a SaaS or technology-led business.
• 2+ years’ management experience with a proven record of developing and inspiring high-performing teams.
• Full UK driving licence is essential.

Responsibilities

• Lead a Customer Success Team for a growing tech leader with global clients.
• Maintain client ownership and guide strategy for customer engagement.
• Support the team while driving evolution of the customer journey.

Skills

Customer Success Management

Client Services

Account Management

Team Leadership

Consultative Communication

Commercial Acumen

Job description

The Company

• Privately owned global SaaS Scale-up delivering transformational solutions to the education and events sectors.
• An enviable client base spanning leading universities and iconic venues worldwide.
• A complex and expansive product range with over 20 products designed to drive technological innovation within their user base.

The Opportunity

Whether you are operating in a Senior CS role with leadership responsibilities, been an acting Team Lead or an Interim ‘Head of’, this is your chance to come in, maintain some client ownership and lead a Customer Success Team for a growing tech leader with global clients!

Lead your talented CSM team across UK, EMEA and APAC, guiding strategy, enhancing customer engagement, and ensuring that every partnership delivers tangible success and long-term value.

You’ll remain hands-on with a select group of strategic clients, giving you real insight into customer needs and the chance to directly influence how success is delivered.

Your days will be diverse: supporting your team, shaping customer programmes, collaborating with Sales, Support and Professional Services, and driving the continued evolution of the customer journey. You’ll be instrumental in embedding best practice, championing the customer voice, and inspiring others to aim higher every day.

The Ideal Candidate

• 3+ years’ experience in Customer Success, Client Services, or Account Management within a SaaS or technology-led business.
• 2+ years’ management experience with a proven record of developing and inspiring high-performing teams.
• Strong track record of achieving metrics such as NPS, NRR, and retention goals.
• Experience working with education or enterprise clients is desirable but not essential.
• Confident, consultative communicator who can influence and engage at all levels.
• Commercially astute, strategic, and naturally collaborative.
• A proactive leader who thrives in fast-paced, evolving environments.
• Full UK driving licence is essential.
• Prior experience working with or within further education establishments is desirable.

The Package

• Base salary from £55k - £60k plus bonus.
• 25+ days holiday plus bank holidays
• Enhanced pension, maternity/paternity, and sick pay.
• Wellbeing and charity days.
• Hybrid working (2x a week in office)

And more.