Senior Leader, Scaled Customer Success & Revenue

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

Job summary

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses supports a PE-backed Regulatory Technology company as it scales its Customer Success function in the UK. The Head of Customer Success will lead two CSMs, own a £4-5M ARR portfolio across almost 1,000 customers, and drive strategic conversations with executives.

You will partner with Account Management, Data & Analytics and Customer Marketing to maximise retention and renewal success, using health and usage data to

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• A commercial mindset, understanding that CS exists to deliver customer outcomes that protect and grow revenue.

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

CS leadership

SaaS experience

Portfolio management

Stakeholder influence

Data-driven

Coaching

Tools

Salesforce

Gong

Hook

Job description

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses supports a PE-backed Regulatory Technology company as it scales its Customer Success function in the UK. The Head of Customer Success will lead two CSMs, own a £4-5M ARR portfolio across almost 1,000 customers, and drive strategic conversations with executives.

You will partner with Account Management, Data & Analytics and Customer Marketing to maximise retention and renewal success, using health and usage data to