Head of Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Watford; On-site; GBP 70,000 - 110,000; Full time

Job summary

A senior Customer Success professional is sought to lead a scaled CS function in a high-growth SaaS environment. You will oversee two Customer Success Managers and own the £4-5M ARR portfolio, driving adoption, retention and commercial outcomes through executive-level conversations.

Expect to influence strategy, coach a growing team and partner with Account Management to maximise value for nearly 1,000 customers. You’ll operate as the senior CS voice in key engagements and critical decisions.

Qualifications

• Experience leading Customer Success teams in a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset: align CS outcomes with revenue.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and usage metrics.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a scaled portfolio worth £4-5M ARR.
• Deliver executive meetings, webinars and business reviews.
• Partner with Account Management to maximise renewal and retention.
• Use data to identify risk and opportunities and drive improvements.

Skills

Leadership

SaaS customer portfolio

Stakeholder management

Data-driven decisions

Coaching & mentoring

Tools

Salesforce

Gong

Hook

Job description

The Company:

• PE-backed Regulatory Technology business approaching £45M ARR, with ambitious plans to reach £100M ARR by 2030.
• Market-leading SaaS platform helping organisations reduce cyber risk through security awareness and compliance.
• A Customer organisation of 40+ people spanning Customer Success, Account Management, Onboarding and Managed Services.
• Significant investment into the customer technology stack, including Salesforce, Gong and Hook, creating a genuinely data-driven Customer Success function.
• A business that believes Customer Success should drive commercial outcomes, not just customer happiness.

The Opportunity:

Taking the lead for the Scaled Customer Success function, you'll define how a modern scaled CS organisation operates, leading two Customer Success Managers whilst remaining a highly visible, customer-facing leader.

You'll be just as comfortable coaching your team as you are stepping into executive customer conversations, driving adoption, challenging stakeholders and influencing commercial outcomes across a £4-5M ARR portfolio of almost 1,000 customers.

This isn't a role for someone who wants to manage from behind a dashboard.

They're looking for someone with the credibility and gravitas to become the senior Customer Success voice in the room when it matters most, leading strategic customer conversations, supporting complex accounts and setting the standard for commercial Customer Success.

What You'll Be Doing:

• Leading, coaching and developing two Customer Success Managers.
• Owning the strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering closely with Account Management to maximise customer retention and renewal success.
• Using customer health, engagement and product usage data to proactively identify risk and opportunity.
• Working alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
• Acting as the senior escalation point for complex customer situations, leading by example through your own customer interactions.

About You:

You'll bring:

• Experience leading Customer Success teams within a SaaS environment.
• A proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, understanding that Customer Success exists to deliver customer outcomes that protect and grow revenue.
• The confidence and credibility to influence senior stakeholders and challenge customers constructively when required.
• A data-led approach, using customer health, engagement and product adoption to prioritise activity.
• A coaching mentality, developing those around you whilst setting the standard through your own customer interactions.

Most importantly...

You understand that Customer Success isn't about keeping customers happy.

It's about understanding why customers invested in your platform, aligning around the outcomes they're trying to achieve and ensuring those outcomes are realised.

You'll be comfortable having difficult conversations, influencing senior stakeholders and acting as the commercial partner who keeps customer value, adoption and retention firmly aligned.