Head of Customer Success at fast-growing B2B SaaS platform

Jack and Jill AI; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A dynamic B2B SaaS platform in London is seeking a Head of Customer Success to lead and scale their Customer Success function. In this pivotal role, you will drive retention and expansion, building a high-performing team that significantly impacts growth. The ideal candidate will have 4-7 years of experience in B2B SaaS Customer Success and proven leadership skills. This position offers significant autonomy to shape a critical business area within a fast-growing company.

Qualifications

• 4-7 years of experience in B2B SaaS Customer Success, Account Management, or similar roles.
• Proven track record of building or scaling a Customer Success team.
• Strong leadership abilities with a focus on retention and Net Revenue Retention.

Responsibilities

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

Skills

Leadership skills

Customer retention

Account Management

Proactive strategies

Job description

Head of Customer Success

Fast-growing B2B SaaS platform

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.

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