Strategic Head of Scaled Customer Success

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

Job summary

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses in the UK is seeking a senior Customer Success Leader to take the scaled CS function forward. You will lead two Customer Success Managers, shape strategy and drive adoption across a £4-5M ARR portfolio, ensuring executive-level engagement and measurable outcomes.

This role combines hands-on coaching with high-stakes conversations, leveraging data to reduce risk and accelerate growth.

Qualifications

• Experience leading Customer Success teams within a SaaS environment.
• Proven track record managing scaled or high-volume customer portfolios.
• Commercial mindset focused on revenue protection and growth.

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

Experience leading Customer Success

SaaS environment

Commercial mindset

Stakeholder influence

Data-driven decisions

Coaching mentality

Job description

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses in the UK is seeking a senior Customer Success Leader to take the scaled CS function forward. You will lead two Customer Success Managers, shape strategy and drive adoption across a £4-5M ARR portfolio, ensuring executive-level engagement and measurable outcomes.

This role combines hands-on coaching with high-stakes conversations, leveraging data to reduce risk and accelerate growth.