Automation-Jobs in Großbritannien

TrustFlight is an innovative aviation software company that specializes in developing cutting-edge AI, digital workflow and analytics applications for the aviation industry. Our software empowers many of the world’s airlines, airports, and aviation service providers to enhance safety, optimize their operations and improve overall efficiency.

Our Mission: To revolutionize aviation by delivering digital workflow solutions that enhance safety, streamline operations, and inspire confidence across the industry.

Impact: Over 200,000 users rely on our systems daily, making aviation safer and more efficient.

Core Values: Guided by integrity, responsibility, innovation, and excellence, we are committed to empowering our partners to operate with confidence.

Join us in shaping the future of aviation and making an impact through technology.

As Head of Customer Success, you will be responsible for the overall implementation, support, retention, and training of all SaaS customers at TrustFlight. Reporting to the CEO, you will lead our Support, Implementation, Customer Success Management (CSM), and Training teams. This role includes full accountability for the department’s performance, budget, processes, and team development. You’ll collaborate closely with Product, Engineering, Marketing, Sales, and Account Management to ensure our customers achieve their goals and unlock long-term value.

Location:This role will be based out of our office in London. This is an on-site role with room for flexibility and may include travel to our teams and customers.

Leadership & Strategic Execution

• Set and execute the Customer Success vision and strategy, aligned with TrustFlight’s objectives and growth ambitions.

• Lead, mentor, and scale high-performing Support, Implementation, CSM, and Training teams.

• Foster a culture of accountability, innovation, and continuous learning across the department.

• Own the Customer Success department P&L, driving operational efficiency, service quality, and ROI.

• Utilize customer data and insights to measure, optimize, and report on performance and engagement strategies.

Customer Success & Adoption

• Ensure customers achieve rapid Time-to-Value (TTV) and gain long-term benefits from our platform.

• Oversee the CSM team to drive adoption, utilization, and proactive engagement using customer health scoring models and engagement frameworks.

• Collaborate with Account Management to align onboarding, ongoing value realization, and new commercial opportunities.

• Develop playbooks and proactive risk management strategies to deliver measurable customer outcomes.

Implementation & Onboarding

• Lead the Implementation team to deliver on-time, in-scope deployments that meet customer expectations and internal SLAs.

• Standardize onboarding processes, reducing TTV through scalable automation and repeatable frameworks.

• Maintain clear communication with Sales and Account Management to achieve customer success milestones.

Support & Service Delivery

• Ensure Support provides timely, high-quality responses in line with SLAs and KPIs.

• Scale AI-enabled tools (chatbots, predictive routing, intelligent ticket deflection) for efficiency and faster resolution times.

• Analyze support trends and root causes to drive product improvements and enhance documentation.

• Lead efforts to reduce inbound support volume with automation, UX feedback, and AI-powered self-service tooling.

Product Education & Enablement

• Drive revenue through value-added training and enablement services for customers.

• Build and maintain scalable education resources, including online learning portals, knowledge bases, and live training.

• Implement AI-driven education tools and LMS platforms to promote self-service and reduce dependence on manual onboarding.

• Launch and manage product certification programs to boost adoption and customer success.

Collaboration & Cross-Functional Alignment

• Serve as the voice of the customer in discussions with Product, Engineering, and Sales, ensuring customer needs inform roadmap decisions.

• Partner with Account Management for renewals, QBRs, and expansion, ensuring unified strategies for retention and advocacy.

• Gather and structure customer feedback to influence product development and continuous improvement.

• Transform satisfied customers into passionate advocates by building structured advocacy programs, customer advisory boards, and success stories that showcase the value of TrustFlight’s solutions.

As Head of Customer Success, you’ll be directly accountable for driving measurable business outcomes across three critical areas:

Customer Retention & Expansion: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Churn Rate

Customer Satisfaction & Support Efficiency: Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Response Time (<1 hour), Average Resolution Time, Support Ticket Deflection Rate, Tickets Resolved per Agent, Cost per Ticket

Onboarding & Implementation: Time-to-Value (TTV), Onboarding Completion Rate, Implementation Success Rate, Onboarding/Implementation CSAT, Cost per Implementation

• Extensive experience in Customer Success, ideally 7+ years, with at least 3 years in leadership roles in B2B SaaS (mid-market preferred).

• Demonstrated ability to set vision and strategy, and deliver results through high-performing teams.

• Experience managing departmental performance, budgets, and P&L.

• Proven skill in building and scaling customer success frameworks, health scoring models, and automation playbooks.

• Strong data-driven mindset; comfortable with analytics, success metrics, and reporting dashboards.

• Solid background in collaborating cross-functionally with Product, Engineering, Sales, and Account Management teams.

• Excellent communication skills, capable of presenting to senior stakeholders and customers alike.

• Previous experience with AI-driven customer insights, support automation, and education platforms is highly valued.

• Desirable: Experience in safety-critical, regulated software or technical B2B environments.

• See Your Impact: Your contributions directly enhance the safety and efficiency of aviation operations, affecting hundreds of thousands of passengers and crew every month.

• Build and Create: Be part of an environment where you'll have the freedom to innovate, build, and create solutions that define the future of digital aviation.

• Growth Opportunity: Join us at an inflection point as we scale our revenue growth using implement cutting-edge AI tools and SaaS best practices.

• Competitive compensation: We place huge importance on the contribution and experience you bring to the team. The actual compensation will be based on skills, qualifications, relevant experience, and work location.

• Health & Wellness: Comprehensive health benefits package including life assurance and private health insurance. Generous time off, plus an extra day off to celebrate your birthday.

• Professional Growth: As a fast-growing company, we offer incredible opportunities for career advancement and skill development.

• Invest in Your Future: Take advantage of our company contribution to pension.

Click Apply to send us your CV, including a cover letter. Let us know how you can contribute to TrustFlight's future.

While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted. No phone calls please.

TrustFlight is an equal opportunities employer. We are committed to building a diverse and inclusive team and welcome applications from all qualified individuals, regardless of race, gender, age, disability, religion or belief, sexual orientation, or any other characteristic protected by UK law.