Head of Customer Success

Salary: £70,000 - 80,000 per year

Requirements

• At least 5 years of B2B software experience in a customer-focused leadership role
• Strong leadership skills, with the ability to empower, inspire and develop teams
• Proven experience in building strong customer relationships and driving customer retention
• A solid understanding of recurring revenue business models and the importance of renewals and growth
• Excellent project management skills, with the ability to oversee multiple customer success activities effectively
• Exceptional interpersonal and communication skills
• The ability to understand and communicate technical concepts and product capabilities
• Strong empathy for customers and a passion for delivering value, growth and long-term success
• A flexible, innovative approach and the confidence to contribute ideas at leadership level

Responsibilities

• Lead and manage the Customer Success team to deliver an outstanding customer experience
• Drive customer success outcomes across implementation, education, support, adoption and advocacy
• Build and maintain strong senior-level relationships across key customer accounts
• Increase renewal rates and minimise customer churn
• Work closely with Account Managers to identify opportunities for cross-sell and up-sell within existing accounts
• Ensure customers are achieving value from the product through strong adoption and satisfaction levels
• Oversee customer success activities including onboarding, education, automation services, renewals and customer support
• Measure and monitor the effectiveness of the Customer Success function through key performance indicators
• Retain Account Management responsibility for selected key accounts following successful implementation
• Act as a key voice within the leadership team, promoting customer-centric thinking across the wider business
• Coach, develop and inspire a high-performing Customer Success team
• Introduce new ideas, best practices and process improvements to further strengthen the customer journey

Technologies

• Support

More

We are a highly respected software business with a global customer base across Europe and North America, looking for a Head of Customer Success to shape and enhance the full customer experience. This remote role includes quarterly meetups in the South of England, and we offer a competitive salary along with comprehensive benefits such as healthcare, life assurance, and 25 days of holiday. Our company has been delivering quality software for over 25 years, with a focus on customer satisfaction.

last updated 13 week of 2026