Head of Scaled Customer Success — Commercial & Data-Driven

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

Job summary

[Unknown] is seeking a senior Customer Success leader to take ownership of a scaled CS function. You will lead two Customer Success Managers and drive adoption, expansion, and commercial outcomes across a £4-5M ARR portfolio of nearly 1,000 customers.

This is hands-on leadership with executive-level client conversations. You will shape strategy, coach the team, and partner with Account Management to maximize retention and renewals, using data to guide decisions and improve the customer journey

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset aimed at delivering revenue outcomes.
• Confidence to influence senior stakeholders and challenge customers when needed.
• Data-led approach using health, engagement and adoption metrics.

Responsibilities

• Lead and develop two Customer Success Managers.
• Own strategy, health and performance of a £4-5M ARR portfolio.
• Deliver executive customer meetings, webinars and strategic business reviews.
• Partner with Account Management to maximise retention and renewals.
• Use data to identify risks and opportunities and improve the customer journey.
• Escalate complex situations and lead by example in customer interactions.

Skills

Leadership

SaaS experience

Portfolio management

Commercial mindset

Stakeholder influence

Data-driven

Coaching

Tools

Salesforce

Gong

Hook

Job description

[Unknown] is seeking a senior Customer Success leader to take ownership of a scaled CS function. You will lead two Customer Success Managers and drive adoption, expansion, and commercial outcomes across a £4-5M ARR portfolio of nearly 1,000 customers.

This is hands-on leadership with executive-level client conversations. You will shape strategy, coach the team, and partner with Account Management to maximize retention and renewals, using data to guide decisions and improve the customer journey