Head of Customer Success

JR United Kingdom; Warrington; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading healthcare technology provider in Warrington is looking for a Head of Customer Success to lead a team focused on ensuring client satisfaction and driving product adoption. The ideal candidate should possess strong leadership and communication skills, with experience in the B2B SaaS environment. Responsibilities include developing customer success strategies and collaborating across functions to enhance client engagement.

Qualifications

• Proven ability to lead high-performing customer success teams.
• Strong coaching and development skills.
• Ability to design and execute long-term customer success strategies.
• Exceptional verbal and written communication skills.
• Proficiency in using data to inform decisions.

Responsibilities

• Build and mentor a team of Customer Success Managers.
• Develop customer success strategy for product adoption.
• Collaborate with Sales, Product, and Marketing teams.
• Manage customer health scoring systems.

Skills

Leadership

Coaching

Customer-centric mindset

Communication skills

Data analysis

Cross-functional collaboration

Job description

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Head of Customer Success, Warrington, Cheshire

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Client:

OneTouch Health

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

22.08.2025

Expiry Date:

06.10.2025

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Job Description:

We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.

Key Responsibilities:

• Build, lead, and mentor a team of Customer Success Managers (CSMs).
• Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
• Act as an escalation point for customer concerns and issues when needed.
• Achieve upsell targets via re-contracting, pricing uplifts, and cross-sell opportunities.
• Ensure the re-contracting process is effective and efficient for all customers.
• Own key metrics such as NPS, CSAT, CLV, and churn/retention rates.
• Collaborate with Sales, Product, Marketing, and Support to align customer needs with business goals.
• Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
• Serve as the voice of the customer within the organisation, providing insights to shape product development and strategy.
• Oversee onboarding, training, and support processes for a seamless customer experience.
• Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
• Present updates and insights to executive leadership and stakeholders regularly.

Required Skills and Experience:

• Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
• Strong coaching and development skills.

Strategic Thinking:

• Ability to design and execute long-term customer success strategies aligned with company goals.
• Experience setting KPIs and using metrics to drive performance and improvements.

Customer-Centric Mindset:

• Deep understanding of customer needs, behaviors, and how to drive value throughout the customer lifecycle.
• Commitment to delivering exceptional experiences and building trusted relationships.

Communication & Interpersonal Skills:

• Exceptional verbal and written communication skills, including presenting to executives and clients.
• High emotional intelligence and conflict resolution abilities.

Data Analysis & Decision-Making:

• Proficiency in using data and customer feedback to inform decisions and improve processes.
• Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.

Cross-Functional Collaboration:

• Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.

Process Development & Optimization:

• Skilled in designing scalable processes for onboarding, adoption, and renewal.
• Familiarity with customer journey mapping and lifecycle management.

Target-driven:

• Ability to work to and exceed targets.

Required Experience:

• Experience managing Customer Success, Account Management, or Client Services.
• Proven success in B2B SaaS or technology environments.
• Experience managing enterprise and/or mid-market customer portfolios.
• Demonstrated success in reducing churn, increasing CLV, and driving upsell and renewal outcomes.