Head of Customer Success

Broaden; Slough; Hybrid; GBP 80,000 - 115,000; Full time

Job summary

Broaden is seeking a Head of Customer Success to lead and scale our enterprise CS functions, aligning customer value with rapid growth in a B2B SaaS context. You will own onboarding, renewal forecasting, and cross-functional collaboration with Product, Engineering, Sales, and Marketing to drive measurable outcomes for strategic accounts.

The role reports to the CRO and demands strategic leadership, operational discipline, and a customer-centric mindset to turn Customer Success into a core

Qualifications

• Proven track record building enterprise CS functions in B2B SaaS.
• Experience managing large multi-stakeholder enterprise accounts (financial services, insurance, or complex data platforms).
• Prior exposure to insurers, MGAs, brokers, or regulated financial services environments is a plus.
• Ability to design onboarding, renewal forecasting, and cross-functional collaboration.

Responsibilities

• Build and scale the Customer Success strategy, team, and operating rhythms.
• Design a structured onboarding journey for enterprise clients from contract to value.
• Set clear, quantified outcomes per account and surface expansion signals for Sales.
• Create a renewal forecasting framework with visibility into risk 90 days out.
• Translate customer insights into Product and Engineering feedback to shape the roadmap.

Skills

Enterprise CS strategy

Team leadership

Onboarding design

APIs & data integration

ROI-driven

Job description

Head of Customer Success | B2B SaaS - High-Growth InsurTech | UK(Hybrid) |£80.000 - 115.000 DOE

About the Company

Our client is a fast-growing UK SaaS company transforming how leading insurers, brokers, and financial services organizations use location intelligence and data. Their cloud-native platform combines geospatial, property, and environmental data with powerful APIs and AI-driven capabilities to help customers make better underwriting, exposure management, and risk decisions.

Operating in a high-growth scale-up environment, they champion absolute autonomy, radical ownership, and operational agility. They move dynamically from start-up flexibility to scale-up discipline, empowering their people to execute without layers of corporate bureaucracy or hand-holding. If a candidate thrives in a rapid-iteration, customer-obsessed culture where they are trusted to define the roadmap, make high-impact commercial decisions, and turn Customer Success into a genuine driver of enterprise value every single day, they will find a massive opportunity here.

About the Role

As the Head of Customer Success, you will be the strategic, customer-centric engine and functional leader driving client value across an established enterprise base.

Reporting directly to the Chief Revenue Officer (CRO), this isn’t a machine that already runs on pre-packaged playbooks - this is a strategic leadership mandate to build the maturity, structure, and frameworks to scale Customer Success alongside rapid business growth.

This is a true "builder and player-coach" role. While the company already enjoys strong customer relationships and dedicated domain experts, they need an experienced leader to construct the operational foundations from scratch: from repeatable enterprise onboarding to predictive renewal forecasting. Working shoulder-to-shoulder with Product, Engineering, Sales, and Marketing, you will act as the voice of the customer at the executive level, ensuring renewals are never a surprise, expansion signals are surfaced early, and strategic accounts achieve measurable business outcomes.

Key Responsibilities

• Build, lead, and scale the Customer Success strategy, team, and operating rhythms from the ground up - growing headcount deliberately in line with revenue.
• Design and refine a structured onboarding journey that takes enterprise clients from contract signature to realized value on a reliable schedule.
• Agree on clear, quantified business outcomes account-by-account (starting with the most strategic enterprise clients), surfacing expansion signals for Sales and cultivating referenceable advocates.
• Build a robust, transparent renewal forecasting framework where every risk is visible at least 90 days out.
• Translate deep customer insights into actionable feedback for Product and Engineering to shape the platform roadmap.

Skills & Competencies

• Proven experience designing enterprise CS frameworks, playbooks, onboarding routes, and reporting suites from scratch rather than inheriting them.
• Comfortable personally carrying complex enterprise accounts while simultaneously building out team structures without relying on a large ops team.
• Technically sharp enough to independently hold fluent conversations about APIs, data integration, and data quality with a customer's technical and data teams.
• Focuses on customer business metrics and ROI rather than relying solely on product usage metrics.

Qualifications & Experience

• Demonstrated track record of building and leading an enterprise Customer Success function within B2B SaaS.
• Direct experience managing large, multi-stakeholder enterprise accounts (financial services, insurance, or complex data platforms).
• Prior exposure to insurers, MGAs, brokers, or regulated financial services environments is a plus.