Head of Customer Success & Growth Ops

Arrive; Greater London; On-site; GBP 90,000 - 150,000; Full time

Job summary

Arrive in London is seeking a Head of Customer Success to drive the performance, scalability and quality of the CS function. You will own service delivery, leadership development, and operational excellence to support sustainable growth.

You will define standards, lead teams across locations, and partner with Product and Technology to improve tooling and workflows. A data-driven leader who communicates effectively with senior stakeholders will thrive.

Qualifications

• Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations.
• Experience scaling service operations in a growing business.
• Deep understanding of customer service metrics, SLAs, and quality frameworks.
• Commercial awareness with the ability to balance cost, quality and growth.

Responsibilities

• Lead, coach, and develop Customer Success managers and team leads.
• Own KPIs including response times, resolution times, backlog management, CSAT, and quality.
• Design and maintain scalable Customer Success processes and playbooks.
• Partner with Product and Technology teams to improve tooling, automation and workflows.
• Provide clear, data-led reporting and insights to senior leadership.

Skills

People leadership

Multi-location teams

Scaling service ops

CS metrics & SLAs

Commercial awareness

Stakeholder communication

Tools

CRM

Ticketing systems

Telephony

Job description

Arrive in London is seeking a Head of Customer Success to drive the performance, scalability and quality of the CS function. You will own service delivery, leadership development, and operational excellence to support sustainable growth.

You will define standards, lead teams across locations, and partner with Product and Technology to improve tooling and workflows. A data-driven leader who communicates effectively with senior stakeholders will thrive.