Head of Scaled Customer Success (£4-5M ARR)

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Cardiff; On-site; GBP 90,000 - 120,000; Full time

Job summary

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses is seeking a senior Customer Success leader in the UK to shape a scaled CS function and captivate executive-level conversations. You will guide two CSMs and drive commercial outcomes across a £4–5M ARR portfolio.

You will be comfortable coaching teams, challenging stakeholders and partnering with Account Management to maximise retention and renewals while leveraging data and product adoption to reduce risk and grow

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• A proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, understanding that Customer Success exists to deliver customer outcomes that protect and grow revenue.
• The confidence and credibility to influence senior stakeholders and challenge customers constructively when required.
• A data-led approach, using customer health, engagement and product adoption to prioritise activity.
• A coaching mentality, developing those around you whilst setting the standard through your own customer interactions.

Responsibilities

• Leading, coaching and developing two Customer Success Managers.
• Owning the strategy, health and performance of a scaled customer portfolio worth approximately £4-5M ARR.
• Delivering executive customer meetings, webinars and strategic business reviews.
• Partnering closely with Account Management to maximise customer retention and renewal success.
• Using customer health, engagement and product usage data to proactively identify risk and opportunity.
• Working alongside Customer Marketing, Digital CS and Data & Analytics to continually improve the scaled customer journey.
• Acting as the senior escalation point for complex customer situations, leading by example through your own customer interactions.

Skills

Leadership coaching

Commercial mindset

Stakeholder influence

Data-driven decision making

People development

Tools

Salesforce

Gong

Hook

Job description

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses is seeking a senior Customer Success leader in the UK to shape a scaled CS function and captivate executive-level conversations. You will guide two CSMs and drive commercial outcomes across a £4–5M ARR portfolio.

You will be comfortable coaching teams, challenging stakeholders and partnering with Account Management to maximise retention and renewals while leveraging data and product adoption to reduce risk and grow