Head of Customer Success

GRS Fleet Telematics; Southampton; On-site; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Competitive salary plus equity

Work with cutting-edge technology

Direct impact on business growth

Job summary

A leading telematics firm in the UK is seeking a Customer Success Lead to drive customer retention and value from their investment in advanced telematics technology. The role involves developing customer success strategies, building a high-performing team, and managing customer onboarding and expansion processes. The ideal candidate will have over 5 years of experience in customer success or account management, preferably in the SaaS or technology sectors, and possess strong analytical and leadership skills. This position offers competitive salary and equity in a fast-growing company.

Qualifications

• 5+ years of customer success or account management experience, preferably in SaaS/technology.
• Proven track record of building customer success functions from scratch.
• Experience with telematics, fleet management, or automotive industry preferred.
• Strong analytical skills and customer success metrics experience.
• Excellent leadership and team-building capabilities.
• Outstanding communication and presentation skills.

Responsibilities

• Develop and execute customer success strategy and processes.
• Build and lead a high-performing customer success team.
• Own customer onboarding, adoption, and expansion processes.
• Monitor customer health metrics and proactively address churn risks.
• Collaborate with sales team on account expansion opportunities.
• Develop customer training programs and success resources.
• Manage escalations and coordinate with recovery agents for theft incidents.
• Drive product feedback with development team.
• Establish customer advisory board and advocacy programs.

Skills

Customer success strategy

Team building

Analytical skills

Communication

Onboarding & adoption

Communication & presentation

Education

Bachelor's degree in business or related field

Tools

CRM platforms

Customer success platforms

Job description

Lead our customer success function and ensure our clients achieve maximum value from their GRS Guardian telematics investment. Drive customer retention, expansion, and advocacy as we scale.

Key Responsibilities:

• Develop and execute customer success strategy and processes
• Build and lead a high-performing customer success team
• Own customer onboarding, adoption, and expansion processes
• Monitor customer health metrics and proactively address churn risks
• Collaborate with sales team on account expansion opportunities
• Develop customer training programs and success resources
• Manage escalations and coordinate with recovery agents for theft incidents
• Drive product feedback loop with development team
• Establish customer advisory board and advocacy programs

Requirements:

• 5+ years customer success or account management experience, preferably in SaaS/technology
• Proven track record of building customer success functions from scratch
• Experience with telematics, fleet management, or automotive industry preferred
• Strong analytical skills and experience with customer success metrics
• Excellent leadership and team-building capabilities
• Outstanding communication and presentation skills
• Experience with CRM and customer success platforms
• Bachelor's degree in business or related field

What We Offer:

• Competitive salary plus equity in a fast-growing companyOpportunity to build and lead a critical function
• Work with cutting-edge telematics technology
• Direct impact on business growth and customer satisfaction