Head of Customer Success

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead the Customer Success team and establish Customer Success as an independent department.

• Develop and refine Customer Success processes as the company grows.

• Oversee customer health, adoption, and outcomes for all active customers.

• Create and maintain a customer health framework that utilizes usage, support, engagement, and renewal data.

• Prioritize customer portfolios and direct efforts towards customers requiring attention.

• Evaluate and process go-live handovers from the Implementations team.

• Collaborate with the Head of Account Management to develop a retention strategy.

• Work in coordination with Support, Account Management, Implementations, and R&D teams.

• Provide early alerts regarding product, knowledge, and commercial challenges.

• Convert product roadmaps into actionable customer-facing plans and prepare for launches.

• Conduct product direction and adoption sessions that engage customers.

• Assist Support by providing demand signals in advance of product launches.

• Manage and nurture the Customer Success team through objectives, one-on-one meetings, and development plans.

• Deliver monthly reports to the Chief Customer Officer detailing customer risk, health, adoption, and launch support.

• Utilize CRM, work management tools, and AI to keep customer health information up to date and minimize administrative tasks.

⛳️ Requirements

• Experience leading a customer success team in a B2B software environment, or a proven customer success lead eager to take on team leadership.

• Demonstrated impact on customer outcomes.

• Capability to foresee customer needs and proactively provide solutions.

• Comfortable functioning in a non-commercial customer success role alongside a commercial team.

• Proven experience in conducting customer-facing sessions at scale, such as webinars, user groups, or product briefings.

• Ability to monitor an entire customer base, identify customers at risk of drifting, and take early action.

• Proficient in building processes collaboratively with peers and establishing clear team boundaries.

• Experience working closely with product teams to translate roadmaps into customer impact.

• Comfortable utilizing tools and AI; familiarity with CRM systems like HubSpot is a plus.

• Proven leadership skills in managing a small team, providing direction, feedback, and developing team members.

• Experience in education, MAT finance, or a similarly regulated sector is desirable but not mandatory.

🏝️ Benefits

• 27 days of vacation annually plus bank holidays (with an option to buy up to an additional 5 days).

• Enhanced maternity and paternity leave.

• AXA Health insurance covering dental, optical, and mental health services.

• Broadband allowance.

• Home office stipend.

• Life assurance (4 times basic salary).

• Encouraged and funded continuous professional development (CPD).

• Flexible working arrangements.

• Regular team social events.

• Opportunities for personal and professional development.