Head of Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Norwich; On-site; GBP 90,000 - 150,000; Full time

Job summary

ABR Talent seeks a senior Customer Success leader to drive scaled CS across a £4-5M ARR portfolio, leading two CSMs and owning executive conversations with large customers.

You will partner with Account Management to boost retention, renewals and expansion, using data to drive proactive risk and opportunity management.

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 outcomes and customer outcomes.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own the strategy and health of a £4-5M ARR portfolio across ~1,000 customers.
• Deliver executive meetings, webinars and strategic reviews.
• Partner with Account Management to maximise retention and renewals.
• Use data on health, engagement and product usage to identify risk and opportunities.
• Collaborate with Marketing, Digital CS and Data & Analytics to improve the customer journey.
• Act as senior escalation point for complex customer situations.

Skills

Leadership

SaaS Customer Success

Portfolio management

Commercial mindset

Stakeholder influence

Data-driven

Coaching

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.