Head of Customer Success
We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.
- Salary:DOE
- Duration:Full time, permanent
- Location:Ireland or the UK
- Department:Operations
This is an exciting opportunity to build and support a developing team. The ideal candidate will possess excellent leadership skills, a good understanding of our platforms and customer bases, and the ability to work to targets.
Key Responsibilities:
- Build, lead, and mentor a team of Customer Success Managers (CSMs).
- Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
- Act as an escalation point for customers for customer concerns and issues when needed and appropriate.
- Achieve upsell targets via re-contracting, pricing uplifts and identifying cross-sell opportunities.
- Ensure the re-contracting process is effective and efficient for all customers
- Own key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and churn/retention rates.
- Collaborate cross-functionally with Sales, Product, Marketing, and Support to align customer needs with business goals.
- Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
- Serve as the voice of the customer within the organisation, providing insights to help shape product development and strategy.
- Oversee onboarding, training, and support processes to ensure a seamless and consistent customer experience.
- Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
- Regularly present updates and insights to executive leadership and stakeholders.
Required Skills and Experience:
1. Leadership & People Management
- Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
- Strong coaching and development skills.
2. Strategic Thinking
- Ability to design and execute long-term customer success strategies aligned with company goals.
- Experience setting KPIs and using metrics to drive performance and improvements.
3. Customer-Centric Mindset
- Deep understanding of customer needs, behaviours, and how to drive value throughout the customer lifecycle.
- Commitment to delivering exceptional experiences and building trusted relationships.
4. Communication & Interpersonal Skills
- Exceptional verbal and written communication skills, including the ability to present to executives and clients.
- High emotional intelligence and conflict resolution abilities.
5. Data Analysis & Decision-Making
- Proficiency in using data and customer feedback to inform decisions and improve processes.
- Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.
6. Cross-Functional Collaboration
- Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.
7. Process Development & Optimisation
- Skilled in designing scalable processes for onboarding, adoption, and renewal.
- Familiarity with customer journey mapping and lifecycle management.
8. Target-driven
- Ability to work to and exceed targets.
Required Experience:
- Experience in managing Customer Success, Account Management, or Client Services.
- Proven success in B2B SaaS or technology-driven environments.
- Experience managing a customer portfolio with enterprise and/or mid-market clients.
- Demonstrated ability to reduce churn, increase customer lifetime value, and drive upsell/renewal outcomes.
Job Type: Full-time
Benefits:
- Company events
- Cycle to work scheme
- Enhanced maternity leave
- Health & wellbeing programme
- On-site parking
- Sick pay
Experience:
- Customer relationship management: 5 years (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
- 25% (required)
Work Location: Hybrid remote in Rotherham
Reference ID: hcs
