Head of Scaled Customer Success - Revenue-Driven Executive

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

Job summary

ABR Talent is recruiting for a seasoned Customer Success leader to scale a SaaS CS function in a PE-backed RegTech business. You will lead two Customer Success Managers, own the strategy for a £4-5M ARR portfolio and drive executive-level conversations.

This role requires credibility to influence stakeholders, manage high-volume accounts, and partner with Account Management to maximize retention and expansion.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset to deliver customer outcomes that protect and grow revenue.
• Ability to influence senior stakeholders and challenge customers constructively.
• Data-led approach using health, engagement and product adoption to prioritise activity.

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

SaaS CS Leadership

Executive stakeholder mgmt

Portfolio management

Data-driven approach

Coaching

Tools

Salesforce

Gong

Hook

Job description

ABR Talent is recruiting for a seasoned Customer Success leader to scale a SaaS CS function in a PE-backed RegTech business. You will lead two Customer Success Managers, own the strategy for a £4-5M ARR portfolio and drive executive-level conversations.

This role requires credibility to influence stakeholders, manage high-volume accounts, and partner with Account Management to maximize retention and expansion.