Head of Customer Success at Hyper Growth eCommerce SaaS

Grey Matter Recruitment; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology recruitment firm seeks a Customer Success leader in Greater London to scale their team and optimize client relationships. The role involves owning the customer lifecycle, building structured processes, and leading a high-performing team. Ideal candidates will have experience in SaaS environments and a track record of managing complex client portfolios. This position offers an opportunity to shape the company's growth while thriving in a collaborative culture.

Qualifications

• Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment.
• Strong track record of managing complex client relationships, driving retention and growing existing accounts.
• Data-driven and comfortable defining success metrics and reporting.

Responsibilities

• Own and lead the full customer lifecycle from onboarding to renewals.
• Build structure, processes, KPIs for Customer Success.
• Lead and grow a high-performing Customer Success team.
• Collaborate with Product, Engineering, and Sales for customer insights.

Skills

Customer relationship management

Team leadership

Data-driven decision making

Cross-functional collaboration

Job description

Lead and scale a Customer Success function that helps world-class retailers unlock value from a world class ecommerce/logistics platform.

The Company

• Award-winning digital checkout software, driving optimum eCommerce operations and retail logistics
• Trusted by 1,500+ major brand including Macy’s, Gap and Selfridges to boost conversions and delivery efficiency
• Strategic partner to all major Logistics companies
• A fast-growing, people-first business with a collaborative, agile culture and a clear mission to shape the future of retail logistics

The Role

• Own and lead the full customer lifecycle, from onboarding and activation through renewals, expansion and enterprise relationships
• Build structure, processes, KPIs and playbooks that bring clarity and consistency to Customer Success at scale
• Lead, coach and grow a high-performing Customer Success team, creating a positive and accountable culture
• Work closely with Product, Engineering and Sales to embed customer insight into roadmap decisions and growth opportunities

Desired Skills and Experience

• Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment
• Strong track record of managing complex client relationships, driving retention and growing existing accounts
• Data-driven and comfortable defining success metrics, reporting, tooling and lifecycle management
• Confident communicator who thrives in cross-functional environments and builds trust quickly with customers and colleagues

If you feel you have the relevant experience please reply to this advert or email your CV to [e-mail]