Head of Customer Success: Remote Growth Leader

Story Terrace Inc.; Greater London; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote working

Training allowance

New Apple laptop and WFH stipend

Flexible hours

Quarterly team meet-ups (travel)

Generous annual leave

Opportunities to attend industryevents

Job summary

FlatPlan is hiring a Head of Customer Success to lead the teams working with publishers, focusing on onboarding, ongoing support and account development. You will collaborate with the Founder/CEO, Chief of Staff and Publisher Operations Manager to shape a best‑in‑class customer experience from sales handover through post-launch support and growth.

You’ll lead project management and customer success, overseeing the Support Team Lead and ensuring high customer satisfaction, measurable outcomes,

Qualifications

• Experience leading customer success in a growing SaaS business.
• Ability to design and improve the end-to-end customer journey across onboarding, adoption, support and expansion.
• Proven people management skills with a track record of building and developing high-performing teams.
• Hands-on experience with AI tooling, automation, and data-informed decision making.
• Operational improvement across multiple teams including product, engineering and sales.
• Strong commercial judgement on retention, expansion and customer value.

Responsibilities

• Lead and develop the Customer Success team and oversee onboarding, support and account development.
• Shape the onboarding journey from handover to value realization and faster time-to-live.
• Set service standards, manage escalations and improve customer communication.
• Drive AI adoption, automation and integration of tools to unblock teams.
• Define strategy to move publishers from signed to successful with measurable outcomes.
• Plan account coverage and allocate ownership for key clients and growth opportunities.
• Maintain close customer relationships and address issues before they escalate.
• Collaborate with Product and Engineering to feed customer feedback into priorities.

Skills

Customer Leadership

SaaS Experience

AI Tools

Onboarding Renewals

Data Analytics

Job description

FlatPlan is hiring a Head of Customer Success to lead the teams working with publishers, focusing on onboarding, ongoing support and account development. You will collaborate with the Founder/CEO, Chief of Staff and Publisher Operations Manager to shape a best‑in‑class customer experience from sales handover through post-launch support and growth.

You’ll lead project management and customer success, overseeing the Support Team Lead and ensuring high customer satisfaction, measurable outcomes,