Head of Customer Success

Head of Customer Success opportunity with a scaling B2B software business entering the next stage of growth across its post-sales function.

The company has built a strong customer base within a complex enterprise environment. Customers see clear value in the platform, retention is stable, and the business has reached a stage where Customer Success now needs to become more structured, commercially aligned and consistent.

This is not a role for someone who wants to personally manage a small number of strategic accounts.

This is a leadership role for someone who can continue building the function, improve how customer relationships are managed at scale, and help a growing team operate with greater consistency around retention, engagement and expansion.

The role

Customer Success already oversees a meaningful recurring revenue base. The next step is building a more scalable and repeatable operating model around it.

You’ll lead the team responsible for customer engagement across the full customer lifecycle, ensuring customers achieve value from the platform, maintain long-term engagement and continue investing over time.

That means improving consistency across account planning, executive stakeholder engagement, customer visibility and commercial collaboration, while keeping the team close to the realities of customer delivery.

The business is not looking to introduce unnecessary process or layers of management.

It wants clearer ownership, stronger operating habits, better visibility across the customer base and a more proactive approach to managing customer relationships over time.

You’ll be expected to:

• Lead and develop a growing Customer Success team
• Improve retention and expansion performance across a substantial customer base
• Build a more structured approach to customer engagement and planning
• Raise the standard of executive stakeholder management
• Help the team communicate customer value more clearly and consistently
• Improve visibility around customer health, commercial risk and growth opportunities
• Partner closely with Sales around renewals, expansion and account strategy
• Act as a senior escalation point for more complex customer situations
• Stay close enough to customers to understand evolving needs and priorities

This is a hands-on leadership role. You’ll have the remit to improve and professionalise the function, while also remaining customer-facing and commercially engaged.

The environment

The company works with large organisations where buying decisions are considered, stakeholder groups are varied and long-term relationships matter.

Success in this environment depends on more than product knowledge. It requires commercial judgement, strong communication skills, executive credibility and the ability to demonstrate value over time.

The right person will understand how to lead Customer Success within enterprise software environments where relationships are layered, decision-making can take time and retention depends on sustained engagement.

Experience operating within regulated, commercially complex or enterprise-focused software businesses would be valuable.

More important is experience leading post-sales teams where customer environments are nuanced, commercially significant and relationship-driven.

What we’re looking for

You’ll likely bring experience leading Customer Success, Strategic Accounts or another post-sales function within a B2B software business.

You should have owned retention outcomes before and be comfortable operating within a company with a meaningful recurring revenue base.

Other key experience:

• Led Customer Success or post-sales teams within B2B SaaS
• Been accountable for customer retention and expansion performance
• Introduced greater structure into a growing Customer Success function
• Worked with enterprise customers and complex stakeholder environments
• Managed renewals, expansion and commercial risk alongside Sales
• Improved customer visibility, account planning and engagement processes
• Coached and developed teams through periods of growth
• Stayed close to customers rather than operating purely through reporting layers

You will come from enterprise SaaS another environment where customer relationships are commercially important and relatively complex.

Logistics

The role is London-based with a hybrid working pattern.

You should expect regular in-person collaboration with customers and internal teams, including time spent in the office where needed. Up to 3 days a week will be spent in the office or visiting customers.

This would not suit someone looking for a primarily remote leadership role.

Why it’s interesting

The appeal here is not inheriting a finished function.

It is the opportunity to help shape what Customer Success looks like during the next phase of growth.

The platform already has strong customer adoption and an established revenue base. Leadership sees Customer Success as commercially important to the company’s long-term growth and customer strategy.

For someone who enjoys improving teams, strengthening customer engagement and operating in complex enterprise environments, this is a role with meaningful ownership and visible business impact.

On offer

• Competitive salary + OTE
• Hybrid working
• Benefits package