Head of Customer Success at fast-growing B2B SaaS platform

Jack & Jill/External ATS; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A fast-growing B2B SaaS platform is seeking a Head of Customer Success to lead and scale their Customer Success function. The role involves driving retention and expansion, mentoring a high-performing team, and taking a strategic approach to customer success. Ideal candidates will have 4-7 years of experience in B2B SaaS and a proven track record of scaling teams. This position offers significant autonomy and influence in a rapidly expanding organization.

Qualifications

• 4-7 years of experience in B2B SaaS Customer Success or similar roles.
• Proven track record of building or scaling a Customer Success team.
• Strong leadership skills and experience with retention and NRR.

Responsibilities

• Own and implement the Customer Success strategy.
• Drive customer retention and identify upsell/cross-sell potential.
• Lead and mentor a high-performing Customer Success team.

Skills

B2B SaaS Customer Success

Account Management

Leadership skills

Commercial outcomes

Job description

Head of Customer Success

To apply, speak to Jack. He's an AI agent that sends you unmissable jobs and then helps you ace the interview. He'll make sure you are considered for this role, and help you find others if you ask.

Company Description: Fast‑growing B2B SaaS platform

Job Description: Lead Customer Success at a rapidly expanding B2B SaaS platform revolutionizing how consumer brands manage field teams. You'll scale the function, drive retention and expansion, and build a high‑performing team. This is a pivotal role to shape strategy and significantly impact growth, moving from support to a modern, proactive success engine.

Location: London, UK

Why this role is remarkable

• Lead and scale the entire Customer Success function, transforming it into a growth driver
• Join a fast‑growing B2B SaaS platform with a loyal customer base including major consumer brands
• Enjoy significant autonomy and influence, shaping the direction of a critical business area

What you will do

• Own and implement the Customer Success strategy, building scalable playbooks and frameworks
• Drive customer retention and expansion by identifying upsell/cross‑sell potential and increasing adoption
• Lead, mentor, and develop a high‑performing Customer Success team, fostering a culture of excellence

The ideal candidate

• 4-7 years of experience in B2B SaaS Customer Success, Account Management, or similar roles
• Proven track record of building or scaling a CS team in a high‑growth, dynamic environment
• Strong leadership skills with experience owning commercial outcomes like retention and Net Revenue Retention (NRR)

How to Apply

Step 1. Visit our website
Step 2. Click 'Speak with Jack'
Step 3. Login with your LinkedIn profile
Step 4. Talk to Jack for 20 minutes so he can understand your experience and ambitions
Step 5. If the hiring manager would like to meet you, Jack will make the introduction