Head of Scaled Customer Success

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Preston; On-site; GBP 90,000 - 130,000; Full time

Job summary

ABR Talent is recruiting for a senior Customer Success leader to take charge of a scaled CS function in a UK SaaS business. You will lead two Customer Success Managers and own the portfolio strategy, health and commercial outcomes, influencing executive stakeholders and driving renewal success.

You will engage with customers at the highest level, run strategic reviews and collaborate with Marketing, Data & Analytics to optimise the customer journey and retention strategies.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled/high-volume customer portfolios.
• Commercial mindset focused on revenue protection and growth.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and product usage metrics.

Responsibilities

• Lead, coach and develop two Customer Success Managers.
• Own strategy, health and performance of a scaled portfolio worth £4–5M ARR.
• Deliver executive customer meetings, webinars and strategic business reviews.
• Partner with Account Management to maximise retention and renewal success.
• Use health, engagement and product usage data to identify risks and opportunities.

Skills

Leadership

Customer Success

SaaS

Stakeholder Management

Data-driven

Coaching

Job description

ABR Talent is recruiting for a senior Customer Success leader to take charge of a scaled CS function in a UK SaaS business. You will lead two Customer Success Managers and own the portfolio strategy, health and commercial outcomes, influencing executive stakeholders and driving renewal success.

You will engage with customers at the highest level, run strategic reviews and collaborate with Marketing, Data & Analytics to optimise the customer journey and retention strategies.