Head of Customer Success (Dental) - Customer Experience (Group)

Agilio Software; Sheffield; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading provider of healthcare solutions in the UK is seeking a Head of Customer Success to lead their Dental customer operations. The role involves driving customer retention, managing a growing team, and collaborating cross-functionally to enhance customer engagement. Ideal candidates will have significant experience in B2B SaaS Customer Success and excellent leadership skills, aiming to improve customer satisfaction and value realisation.

Benefits

Income Protection

Life Assurance

Enhanced pension

Health Cash plan

28 days annual leave + bank holidays

Sick pay scheme

Flexible benefits through Agilio Flex portal

Qualifications

• 5+ years in Customer Success or Post-Sales within B2B SaaS.
• 2-3 years in team management.
• Strong analytical skills to present metrics to stakeholders.
• Comfortable with customer engagement tools.

Responsibilities

• Lead and scale a high-performing Customer Success team.
• Drive customer retention and renewal strategies.
• Monitor KPIs like churn rate and CSAT.
• Champion customer advocacy within the organization.

Skills

People leadership

Data-driven mindset

Operational process building

Stakeholder management

Empathetic communication

Education

Relevant degree (e.g. Business, Marketing)

Tools

Salesforce CRM

ChurnZero

Gainsight

Job description

Background

Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.

Job purpose

We are looking for a high -impact, people-first leader to serve as Head of Customer Success for our Dental customers. This is a senior operational leadership role responsible for delivering customer outcomes across a diverse client base, from digital-led segments to high-touch strategic customers.

You will lead and scale a growing team of Customer Success Managers, Executives and Associates. Your focus will be ensuring customers are set up for success, engaged throughout their lifecycle, and retained through timely, value-led interventions. You’ll drive implementation, adoption, maximise retention, and foster long-term customer advocacy.

You’ll collaborate closely with Product, Enablement, Sales, and Support, helping to interpret customer data, deliver effective playbooks, and act as the voice of the Dental customer inside the business.

Responsibilities

• Customer Onboarding & Adoption
• Oversee onboarding and activation journeys, partnering with sales on smooth handoffs, ensuring new customers reach time-to-value quickly and efficiently
• Monitor onboarding performance and product adoption metrics, working with Enablement to interpret health signals and intervene where needed
• Proactively identify and scope/author in-product digital guides to increase adoption and feature utilisation

Responsibilities (continued)

• Retention, Renewal & Growth
• Own customer retention and renewal outcomes for Dental customers ensuring predictable and timely renewals
• Implement churn mitigation strategies and lead the team in managing interventions, playbooks, QBRs, and success plans, ensuring that each customer segment receives the appropriate attention to secure renewals and expansion
• Partner with sales and marketing to identify cross-sell/upsell opportunities and ensure alignment on retention planning

Responsibilities (continued)

• Health Metrics & Performance Insight
• Collaborate with Enablement to refine customer health metrics and define actionable signals for your team
• Monitor and report on core KPIs (e.g. NRR, churn rate, CSAT), sharing actionable insight with the VP of Success
• Proactively identify segment-level risk patterns and feed into the central forecasting process

Responsibilities (continued)

• Team Leadership
• Lead, coach, and develop a high-performing CS team across various engagement tiers (Digital Success, CS Light, CS Full)
• Provide clear performance feedback and mentoring through Team Leads and direct coaching
• Partner with the VP and People team to hire, onboard, and retain top talent in line with customer growth

Responsibilities (continued)

• Customer Advocacy & Escalation
• Act as a senior point of escalation for complex or high-impact customer concerns
• Champion the voice of the customer by translating feedback into actionable insight for Product, Enablement, and Marketing
• Ensure feedback is actioned through your team and that loops are closed visibly with customers

Responsibilities (continued)

• Cross-Functional Collaboration
• Work with Enablement on playbook application, renewal cadences, and digital engagement flows
• Collaborate with Product on usage patterns, feature engagement, and blockers to adoption
• Partner with Sales, Marketing, and Support to ensure cohesive lifecycle delivery

Qualifications & Experience

• Experience & Knowledge
• 5+ years in Customer Success, Account Management, or Post-Sales within B2B SaaS, with at least 2–3 years in team management
• Experience leading teams across digital/pooled CS and high-touch CS delivery
• Familiarity with CS platforms (e.g. ChurnZero, Gainsight, Planhat), product engagement tools (e.g. Pendo), and Salesforce CRM
• Strong grasp of customer success best practices: onboarding, value realisation, QBRs, renewals, lifecycle playbooks, and team scaling
• Data-driven and analytical mindset — comfortable defining and reporting on KPIs such as churn, retention, NRR, and CSAT
• Strong analytical skills to interpret trends, identify risks or opportunities, and drive insight-led improvements; able to confidently present metrics to senior stakeholders
• Relevant degree preferred (e.g. Business, Marketing, or related field); knowledge of the dental or healthcare technology space is a bonus, especially in regulated environments

• Skills & Attributes
• Excellent people leadership and coaching skills; experienced in managing team leads as well as ICs
• Operationally strong — comfortable building repeatable processes and optimising team performance
• Commercially aware — understands revenue retention levers and can manage to KPIs and risk scenarios
• Highly empathetic communicator with strong stakeholder management and a calm approach to escalation
• Comfortable interpreting customer data and leading change through insights

Additional Information

This is a full-time role based Hybrid Central London

Job type: Full-time, permanent, some out of hour’s work and travel may be required from time to time.

Salary: Competitive salary and generous benefits

• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal

How to apply

If you feel you have what it takes to join our team, we look forward to receiving your application!

If you are interested in applying, please email your CV along with a covering letter to [e-mail]