Head of Customer Success - Value Enhancement

EWS Group; London; Remote; GBP 80,000 - 120,000; Full time

Job summary

A leading software firm is looking for a Head of Customer Success to develop a new team aimed at enhancing customer retention and revenue growth. This role encompasses strategic oversight, team leadership, and cross-functional collaboration to ensure customers receive maximum value from their software solutions. Competitive salary, remote work options, and significant impact opportunity await the right candidate.

Benefits

Competitive salary and benefits package

Opportunity to shape a new function

Collaboration with experienced professionals

Qualifications

• 5+ years in B2B SaaS Customer Success or related field
• Proven track record in achieving Net Revenue Retention
• Experience building and managing high-performing teams

Responsibilities

• Recruit and manage a new Customer Success team
• Design and implement customer success strategies
• Track and report on key performance metrics

Skills

Customer Success Management

Team Leadership

Strategic Thinking

Data-Driven Decision Making

Communication

Negotiation

Tools

CRM software

Customer Success Platforms

Job description

Head of Customer Success - Value Enhancement page is loaded

Head of Customer Success - Value Enhancement

Apply locations Remote - UK Vesta time type Full time posted on Posted 14 Days Ago time left to apply End Date: July 31, 2025 (30+ days left to apply) job requisition id R45507

Job Description:

Head of Customer Success - Value Enhancement - Greycon Software Ltd UK

Location: Remote

About Greycon:

Greycon Software Ltd., established in 1985 and part of the Vesta Software Group since 2019, is a global leader in providing specialized supply chain planning, optimization, scheduling, and Manufacturing Execution Systems (MES). We serve roll-based and flat-sheet manufacturing industries, including Paper & Board, Metals, Nonwovens, Plastic Films & Flexible Packaging, Converting, and Printing. Our solutions, like the industry-leading X-Trim (Trim Optimization) and GreyconMill (MES), are critical to operations in over 500 plants across more than 45 countries, helping manufacturers reduce waste, improve efficiency, and enhance visibility.

Role Overview:

We are seeking a strategic and results-oriented Customer Success Senior Manager to build, lead, and develop a new, dedicated Customer Success Management (CSM) team from the ground up. This is a pivotal role focused on driving significant revenue growth from our existing industrial manufacturing customer base, specifically those utilizing our X-Trim and GreyconMill software solutions. The primary mandate is to maximize Net Revenue Retention (NRR) and expansion revenue through proactive renewal management, securing value-based uplifts, and identifying and executing upsell/cross-sell opportunities. You will be instrumental in shaping our customer success strategy for growth and ensuring our customers achieve maximum value from their investment in Greycon technology.

Key Responsibilities:

• Team Leadership & Development: Recruit, hire, onboard, train, mentor, and manage performance for a new team of high-caliber CSMs focused on growth targets. Foster a collaborative, results-driven, and customer-centric team culture.

• Growth Strategy & Execution: Design, implement, and refine the customer success strategy specifically aimed at increasing NRR, driving renewal uplifts, and generating expansion revenue (upsell/cross-sell) within the X-Trim and GreyconMill customer segments. Develop and maintain playbooks for key engagement points (e.g., value realization, QBRs, renewal negotiation, expansion identification).

• Performance Management & Reporting: Define, track, and report on key performance indicators (KPIs) including NRR, expansion revenue, renewal rates, uplift percentage, product adoption, customer health scores, and churn. Communicate performance and insights effectively to senior leadership.

• Cross-Functional Collaboration: Establish and optimize robust collaboration processes and communication protocols with New Business Sales, Technical Support, Key Account Directors (or equivalent), and Product Management teams. Ensure seamless sales-to-CS handoffs and clear rules of engagement for expansion opportunities.

• Value Realization & Customer Health: Oversee the development and implementation of frameworks to quantify and demonstrate the ROI and value customers achieve with X-Trim and GreyconMill. Monitor overall customer health, manage strategic escalations, and ensure proactive engagement to mitigate risk and identify growth potential.

• Process & Technology Optimization: Drive the selection, implementation, and adoption of Customer Success technology (e.g., Customer Success Platforms like Gainsight, Totango, ChurnZero) integrated with CRM. Continuously refine CS processes and workflows for efficiency and effectiveness.

• Drive Product Adoption & Expansion: Lead the team in identifying opportunities to increase customer adoption of key X-Trim and GreyconMill features and proactively uncover and qualify upsell/cross-sell opportunities based on customer needs and value achieved.

• Customer Advocacy & Feedback: Act as a senior point of contact for key customer relationships and serve as an internal advocate for customer needs, channeling feedback to Product and other relevant teams.

Required Qualifications:

• Proven experience (5+ years) in B2B SaaS Customer Success, Account Management, or a related field, with demonstrable experience in a leadership or management role.

• Strong commercial acumen with a proven track record of achieving and exceeding targets related to Net Revenue Retention (NRR), expansion revenue (upsell/cross-sell), and renewal management.

• Experience building, managing, coaching, and developing high-performing teams.

• Deep understanding of customer success principles, methodologies, and best practices in a B2B software environment.

• Excellent communication, interpersonal, negotiation, and presentation skills, with the ability to build strong relationships and influence stakeholders at all levels (technical users to C-suite).

• Strong analytical, strategic thinking, and problem-solving skills; data-driven approach to decision-making.

• Experience defining, implementing, and optimizing customer success processes and workflows.

• Proficiency with CRM software (e.g., Salesforce) and Customer Success Platforms (e.g., Gainsight, Totango, ChurnZero).

• Ability to understand and articulate the value proposition of complex technical software solutions.

Preferred Qualifications:

• Direct experience within the industrial manufacturing sector, particularly roll-based or flat-sheet industries (Paper & Board, Metals, Plastics, Nonwovens, Converting).

• Experience with Manufacturing Execution Systems (MES), Supply Chain Planning, or Optimisation software.

• Experience successfully building and scaling a customer success function or team from an early stage.

What We Offer:

• A unique opportunity to build and shape a critical new function within a well-established, global software leader.

• The chance to make a significant impact on Greycon's growth trajectory and customer success.

• Collaboration with a highly experienced team and engagement with leading manufacturers worldwide.

• Competitive salary and benefits package.

• A dynamic and innovative work environment within the supportive structure of Vesta Software Group.

Business Unit:

Greycon - London

Scheduled Weekly Hours:

37.5

Number of Openings Available:

1

Worker Type:

Regular

Career Site:

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

IS THIS YOU?

About Us

At Vesta, we have long realised that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world-class service to our valued clients. This allows Vesta Software Group to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Vesta Software Group we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best!!!

Vesta Software Group is an Equal Opportunity Employer.

If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [e-mail]

Vesta Software Group is part of a CSI group of companies.