Head of Customer Success & Support (SaaS Growth)

Vero HR; Milton Keynes; On-site; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Employer pension 8%

Private healthcare

Job summary

The opportunity is for a Head of Customer Support at a growing UK-based SaaS business located in Milton Keynes. You will lead frontline support, account assistance and onboarding services, acting as the bridge between customers, support teams and engineering to deliver excellent service.

You will shape customer experience by driving process improvements, managing escalations and developing the team. This hands‑on leadership role focuses on enterprise accounts and cross-functional collaboration.

Qualifications

• Experience leading customer support or customer success functions within a SaaS or software environment.
• Strong track record of managing and developing customer support teams.
• Experience handling customer escalations and supporting strategic customer relationships.

Responsibilities

• Leading and developing customer support and onboarding teams.
• Managing customer escalations and ensuring timely resolution of complex issues.
• Acting as the key link between customers, support teams and engineering functions.
• Driving service improvements through process, systems and people development.
• Supporting key customer accounts and attending customer meetings when required.
• Monitoring team performance, coaching managers and supporting professional development.
• Establishing and maintaining high standards of customer service delivery.
• Identifying opportunities to improve support systems, workflows and operational efficiency.
• Working collaboratively with internal stakeholders to deliver an outstanding customer experience.

Skills

Leadership

Customer support

SaaS knowledge

Stakeholder management

Communication

Process improvement

Team development

Job description

The opportunity is for a Head of Customer Support at a growing UK-based SaaS business located in Milton Keynes. You will lead frontline support, account assistance and onboarding services, acting as the bridge between customers, support teams and engineering to deliver excellent service.

You will shape customer experience by driving process improvements, managing escalations and developing the team. This hands‑on leadership role focuses on enterprise accounts and cross-functional collaboration.