Head of Customer Success

Sales Recruit UK Ltd.; United Kingdom; Remote; GBP 90,000 - 110,000; Full time

Job summary

Sales Recruit UK Ltd. is recruiting a Head of Customer Success for a construction financial software business expanding in the UK. You will own the entire customer lifecycle, from onboarding to renewal, guiding a small team and shaping processes to support rapid growth.

You’ll drive adoption, retention and expansion, develop customer health metrics, and partner with Sales and Product to translate feedback into product improvements. Remote role in England with growth investment.

Qualifications

• Established CS leader with understanding of financial/commercial workflows in construction.
• Experience in SaaS or construction tech alone is not enough; construction finance software experience required.
• Knowledge of job costing, budget/cost control, procurement, committed vs actual costs, forecasting and CVR, project profitability/ERP.

Responsibilities

• Lead, coach, and develop the existing Customer Success team.
• Build the function as the UK business expands and establish processes and strategy.
• Own onboarding and ensure customers realise value quickly.
• Drive adoption, retention and renewals and identify upsell opportunities.
• Develop customer health measures and identify at-risk accounts.
• Collaborate with Sales and Product to feed customer feedback into improvements.

Skills

Leadership

Customer Success

Construction finance

Cost management

Job description

Head of Customer Success – Construction Financial Software

£90,000 – £110,000 Basic Salary | Bonus | Remote – England

BUILD THE CUSTOMER FUNCTION FOR A CONSTRUCTION SOFTWARE BUSINESS ENTERING A MAJOR NEW PHASE OF GROWTH

Our client is an established construction financial software business helping contractors gain greater control over project costs, procurement, budgets, forecasting and profitability.

Following its recent acquisition by a major European software group, the business is entering an exciting new phase. Significant investment is being made in the UK, with plans to expand the team and establish a UK office as the operation grows.

They are now looking for a Head of Customer Success to take ownership of the customer function and help build the infrastructure required to support that growth.

You’ll inherit an existing team of two Customer Success professionals, but the opportunity is considerably bigger than simply managing the current function.

The Opportunity

You’ll own the complete customer lifecycle — from initial pilot and onboarding through adoption, support, retention, renewal and expansion.

This is a hands‑on leadership role. You’ll work closely with customers and your team while also developing the processes, structure and strategy needed to support a rapidly scaling business.

Your remit will include:

• Leading, coaching and developing the existing Customer Success team
• Building the function and team as the UK business expands
• Owning onboarding and ensuring customers achieve value quickly
• Driving adoption, retention and renewals
• Identifying expansion and upsell opportunities across the customer base
• Developing customer health measures and identifying at‑risk accounts
• Improving processes, training and customer communication
• Working closely with Sales and Product to ensure customer feedback drives improvement
• Helping shape the wider UK operation as investment and headcount increase

The Person

We’re looking for an established Customer Success leader who already understands the financial and commercial workflows of construction businesses.

Experience within generic SaaS or broad construction technology alone isn’t sufficient.

You should have worked with construction financial software, cost‑management platforms, contractor ERP or closely related solutions covering areas such as:

• Job costing
• Budget and cost control
• Procurement
• Committed versus actual costs
• Forecasting and CVR
• Project profitabilityConstruction accounting/ERP

You’ll already have managed a customer‑facing team and be able to demonstrate measurable success around customer retention, adoption, expansion and service improvement.

Just as importantly, you’ll be comfortable building. This isn’t a large corporate CS function where everything has already been designed for you. You’ll have the autonomy to identify what needs improving, establish the processes and develop the team as the business grows.

For somebody who combines construction‑finance knowledge with genuine Customer Success leadership, this is a rare opportunity to join a proven software business at the beginning of a significant period of UK investment and expansion.