Head of Customer Success

Green Recruitment Company; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading energy consultancy in the UK is seeking a Head of Customer Success to lead team development and enhance customer satisfaction. The role involves driving retention strategies and upselling while fostering a culture of continuous learning. Ideal candidates will have a successful track record in sales leadership and strong communication skills. The position offers a competitive salary and hybrid working model with travel across the UK.

Benefits

Competitive salary

Target-based commission

25 days annual leave

Salary sacrifice pension scheme

EV scheme through Octopus

Annual volunteering day

Extensive learning and development opportunities

Qualifications

• Proven experience in Head of Customer Success or Sales Leadership role.
• Success in leading high-performing teams on renewals and upsell targets.
• Excellent communication and relationship-building skills.

Responsibilities

• Drive retention by analysing team performance and forecasting.
• Own the Customer Success pipeline and identify sales opportunities.
• Coach and upskill a growing team, fostering continuous learning.
• Lead surveys, manage follow-ups, and represent customer voice.

Skills

Sales Leadership

Customer Success Management

Team Development

Data Analysis

Communication Skills

Job description

Our client, a forward-thinking energy and environmental consultancy, is seeking a Head of Customer Success to lead a growing team and play a pivotal role in driving client retention, satisfaction, and long-term value.

With a mission to make a meaningful impact on the future of energy, our client supports organisations across the UK—from educational institutions to care groups and local authorities—in their journey toward sustainability and energy freedom. Their services span energy procurement, compliance, energy efficiency projects, bill validation, and renewable generation.

About the Role:

This is a strategic leadership role focused on building and executing a robust Customer Success strategy that enhances customer satisfaction, increases renewals, and supports expansion across a broad client base.

The successful candidate will be an experienced sales and customer success leader with a passion for team development, a structured and proactive approach, and the ability to influence both customers and internal stakeholders.

Key Responsibilities:

• Retention & Forecasting: Drive retention by analysing team performance and forecasting contract renewals up to 24 months ahead.

• Upsell & Cross-Sell Growth: Own the Customer Success pipeline, support deal closure, and identify strategic sales opportunities.

• Team Development: Coach and upskill a growing team, implement development plans, and foster a culture of continuous learning.

• Customer Satisfaction: Lead surveys, manage follow-ups, and represent the voice of the customer across internal departments.

• Collaboration & Culture: Promote inter-team collaboration and build strong internal and external relationships.

• Performance Reporting: Track and present performance metrics to stakeholders and support strategic decision-making.

What We're Looking For:

• Proven experience in a Head of Customer Success or Sales Leadership role, ideally in a related industry.

• Demonstrated success in leading high-performing teams that deliver on renewals and upsell targets.

• Excellent communication and relationship-building skills.

• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.

• Willingness to travel across the UK for client and team meetings.

• Data-driven mindset with experience using reporting tools.

What’s on Offer:

• Full-Time, 37.5 hours/week

• Hybrid working with travel across the UK

• Competitive salary + target-based commission

• 25 days annual leave (rising to 27 days after 5 years) + bank holidays

• Salary sacrifice pension scheme

• EV scheme through Octopus

• Annual volunteering day

• Extensive learning and development opportunities