Head of Customer Success & Support

Valsoft Corporation; London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global software company based in the UK is seeking a Head of Customer Success & Support to build and lead their Customer Success Managers and Service Desk teams. This leadership role focuses on ensuring customer satisfaction, scaling operations, and developing engagement initiatives. The ideal candidate has over 5 years of experience in customer success within a B2B SaaS context, a proven ability to drive retention, and strong operational skills.

Qualifications

• 5–6+ years’ experience in Customer Success, Support, or Customer Experience leadership.
• Proven track record of driving improvements in retention and satisfaction.
• Ability to influence cross-functional leaders.

Responsibilities

• Lead and mentor the Customer Success and Support teams.
• Define strategy and processes for customer retention and satisfaction.
• Oversee customer onboarding and track health to mitigate churn risk.

Skills

Leadership

Customer Success Management

Data Analysis

Communication

Job description

DESCRIPTION:

Valsoft is looking for a Head of Customer Success & Support to join our growing global team in the UK.

ABOUT VALSOFT CORP.:

Established in Canada in 2015, Valsoft has grown to a global portfolio of 118+ companies, acquiring and developing vertical market software companies, enabling each business to deliver the best mission-critical solutions for customers in their respective industries. A key tenet of Valsoft’s philosophy is to invest in well-established businesses and foster an entrepreneurial environment that molds companies into leaders in their respective industries. Valsoft looks to buy, hold and create value through long-term partnerships with existing management.

INVESTMENT APPROACH:

Unlike private equity and venture capital firms, we are Entrepreneurs who Buy, Enhance and Grow Software Businesses. That’s right; we don’t sell businesses. We form a strategic alliance with existing management teams. We recognize the dedication and perseverance required to create a firm and place a premium on customers’ and workers’ well-being over short-term goals.

CULTURE:

Valsoft is more than just a place to work; we’re a team. We mean it when we say people are our greatest assets, so investing in them is our number one priority. We create an environment where our employees feel first-day-on-the-job excitement, day after day, creating a culture of high performers and collaboration. We Dream Big, Stay Humble and Stay Hungry.

POSITION DESCRIPTION

As the Head of Customer Success & Support, you will be responsible for building, scaling, and leading our Customer Success Managers team and Service Desk team. You will ensure customers realize maximum value from our product, renew at high rates, expand usage, and receive rapid, high-quality support whenever they need it.

In addition to your core responsibilities, you will also contribute to customer engagement initiatives such as webinars, newsletters, and social media communications. This role requires a blend of strategic leadership, operational excellence, and a customer-centric mindset. You’ll report directly to the Managing Director and sit on the leadership team.

KEY RESPONSIBILITIES

• Lead, mentor, and scale the Customer Success and Support teams.
• Define the strategy, metrics, and processes to drive retention, expansion, and customer satisfaction.
• Partner with Product and Sales leadership to bring the voice of the customer into the business.
• Oversee onboarding, adoption, and health tracking of customers, and flag renewal or churn risk.
• Build playbooks for renewals, expansions, and proactive engagement.
• Ensure CSMs act as trusted advisors, driving measurable business outcomes for clients.
• Support proactive engagement campaigns, including regular check-ins and status updates.
• Identify potential product add-ons or service upgrades within your portfolio.
• Ensure a high-quality, responsive support function with clear SLAs.
• Implement processes and tooling for ticket management, escalation, and resolution.
• Drive a culture of continuous improvement and knowledge sharing.
• With the support of an external agency, plan and coordinate customer-facing webinars, including scheduling, promotion, and follow-up communication.
• Draft and distribute regular newsletters with product updates, tips, and success stories.
• Maintain social media presence, sharing relevant updates and customer-centric content.
• Own KPIs including: Net Revenue Retention (NRR), Gross Retention, NPS, first response time, and resolution time.
• Provide regular reporting to the leadership team.

REQUIRED/MINIMUM QUALIFICATIONS

• 5–6+ years’ experience in Customer Success, Support, or Customer Experience leadership within a B2B SaaS environment.
• Proven track record of leading teams that deliver measurable improvements in retention and satisfaction.
• Strong operational mindset, comfortable building processes, playbooks, and scalable systems.
• Excellent communicator, with the ability to influence cross-functional leaders and engage at C-level with customers.
• Data-driven with a focus on outcomes, not just activity.
• You thrive in high-growth, scaling environments.
• Ready to join a collaborative and innovative team where you can make an immediate impact?