Head of Customer Success
B2B SaaS company · United Kingdom (hybrid, one day a week in London), UK- £120k + bonus
- Customer & RevOps
The company
Lead customer outcomes and build a scalable customer success function for a UK B2B SaaS business. This is an influential leadership role for someone who can combine customer advocacy, commercial thinking and operational rigour to build lasting partnerships and drive measurable results.
You will shape the customer success approach, lead and develop a high-performing team, and work across Sales, Product and Operations to improve adoption, retention and account growth. The role is hybrid, with one day a week in our London office and flexibility to work remotely across the UK.
What you will own
- Lead the customer success strategy, turning business priorities into retention, adoption and customer value objectives.
- Coach, develop and support a high-performing customer success team, with clear goals, expectations and ways of working.
- Own the health of the customer portfolio, using data and proactive engagement to identify risks and opportunities early.
- Partner with commercial teams on renewals, expansion opportunities and a joined-up customer lifecycle.
- Improve onboarding, engagement, executive business reviews and escalation processes to deliver a consistently strong customer experience.
- Define and monitor performance measures such as retention, net revenue retention, product adoption, customer health and satisfaction.
- Bring the voice of the customer into product and executive discussions, influencing priorities with clear evidence and insight.
What you will bring
- Senior customer success leadership experience within a B2B SaaS environment, balancing strategic direction with hands-on delivery.
- A track record of leading, developing and scaling customer success teams in software or subscription-led businesses.
- Strong commercial awareness across renewals, retention, expansion and customer lifetime value.
- Experience managing senior customer stakeholders and navigating complex accounts or enterprise relationships.
- A data-led approach to performance management, forecasting and improving customer outcomes.
- The ability to build cross-functional alignment and influence at senior leadership level.
- Confidence working in a hybrid environment, including weekly attendance at our London office.
The package
- Base salary: £120,000
- Target annual commission: 20% of base (£24,000)
- Total on-target earnings: £144,000
Commission achievement is subject to the employer's scheme and performance criteria.
Interested? If you are an experienced SaaS customer success leader ready to take ownership of a high-impact function, apply through this advert to learn more about the role and the hiring process. This opportunity is advertised by a recruitment partner on behalf of a confidential client.