Head of Scaled CS & Commercial Growth

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Bolton; On-site; GBP 110,000 - 140,000; Full time

Job summary

Regulatory Technology business is seeking a Senior Customer Success Leader in the UK to lead a scaled CS function. You will coach two Customer Success Managers, own a £4-5M ARR portfolio, and drive executive-level conversations to protect and grow revenue.

You will partner with Account Management to maximize renewals and use data-driven insights to improve adoption, retention and chair strategic reviews with key customers.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• A proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, delivering customer outcomes that protect and grow revenue.
• The confidence to influence senior stakeholders and challenge customers constructively.
• A data-led approach using health, engagement and product adoption to prioritise activity.
• A coaching mentality, developing others while modelling strong customer interactions.

Responsibilities

• Leading, coaching and developing two Customer Success Managers.
• Owning strategy, health and performance of a scaled portfolio worth about £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering with Account Management to maximise retention and renewals.
• Using data on health, engagement and adoption to identify risk and opportunity.
• Collaborating with Marketing, Digital CS and Data & Analytics to improve the customer journey.
• Acting as senior escalation point for complex situations with direct customer interactions.

Skills

Leadership

Customer Success

SaaS

Portfolio management

Stakeholder influence

Data-driven

Coaching

Executive communication

Commercial mindset

Salesforce

Gong

Hook

Tools

Salesforce

Gong

Hook

Job description

Regulatory Technology business is seeking a Senior Customer Success Leader in the UK to lead a scaled CS function. You will coach two Customer Success Managers, own a £4-5M ARR portfolio, and drive executive-level conversations to protect and grow revenue.

You will partner with Account Management to maximize renewals and use data-driven insights to improve adoption, retention and chair strategic reviews with key customers.