Head of Customer Success — Remote, AI‑Led Growth

Fractional Talent; England; Remote; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Fully remote working

Flexible hours

Quarterly team meet-ups with travel

Training allowance

New Apple laptop

Home office stipend

Generous annual leave

Opportunities to attend industryevents

Job summary

FlatPlan is seeking a Head of Customer Success to lead the onboarding, support and development of relationships with publishers such as Apple News and The Athletic. You will work closely with leadership to shape customer experience from sales handover through to ongoing support and account growth.

You will guide the Customer Success and Support teams, drive high satisfaction, and implement scalable processes across onboarding, support, and renewals.

Qualifications

• Experience leading customer success in a growing SaaS or tech business.
• Ability to redesign customer journeys and turn patterns into actionable plans.
• Proven record of improving team performance and coaching leaders.
• Experience with AI tooling and automation within a customer-facing function.
• Track record of enhancing onboarding, support, and account development processes.
• Strong commercial understanding of retention and expansion dynamics.
• Comfortable with senior customers and cross-functional collaboration.
• Ability to own decisions and build scalable processes in a small team.
• Ability to define meaningful customer metrics and drive improvements.

Responsibilities

• Lead customer success and project management; manage the Support Team Lead and team.
• Oversee onboarding to drive faster time-to-value for publishers.
• Maintain high customer satisfaction through improved service quality and feedback loops.
• Lead AI adoption, automation, and integration of tools to aid teams.
• Set strategy for turning signed customers into successful, expanding accounts.
• Define workloads and determine appropriate publisher engagement levels.
• Maintain strong relationships with publishers and address concerns promptly.
• Drive renewals and account development aligned with publisher goals.
• Collaborate with Product and Engineering to address recurring issues and insights.
• Establish baseline metrics for onboarding, post-launch fixes, and customer feedback.

Skills

Customer leadership

Strategic thinking

People management

AI-led mindset

Operational experience

Commercial judgement

Communication

Ownership

Data

Job description

FlatPlan is seeking a Head of Customer Success to lead the onboarding, support and development of relationships with publishers such as Apple News and The Athletic. You will work closely with leadership to shape customer experience from sales handover through to ongoing support and account growth.

You will guide the Customer Success and Support teams, drive high satisfaction, and implement scalable processes across onboarding, support, and renewals.