Head of Customer Success

Role Overview

The Head of Customer Success leads the team that ensures customers get the value they bought. The role involves thinking about customers’ needs, whether they are using what they have, getting results from it, and what might get in the way. The job in one line: make sure our customers have what they need before they have to ask for it.

What You Will Do

Key responsibilities include having a view of every live customer, building and running the customer health framework, setting priorities across the Customer Success team’s portfolios, receiving every go-live handover from Implementations, and building and running the retention plan with the Head of Account Management.

Why It Might Be a Fit

The ideal candidate is customer-obsessed, can think ahead of the customer, and is comfortable in a non-commercial seat. They should have experience in leading a customer success team in a B2B software business or have been an outstanding customer success lead and be ready to lead a team.

Requirements

• Customer-obsessed
• Experience in leading a customer success team in a B2B software business
• Ability to think ahead of the customer
• Comfortable in a non-commercial seat
• Experience in running customer-facing sessions at scale
• Ability to hold a picture across a whole customer base
• Experience in working closely with a product team
• Ability to lead a small team
• Experience in education, MAT finance, or a comparably regulated sector (welcome but not essential)

Benefits

• 27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days)
• Enhanced Maternity and Paternity leave
• AXA Health insurance including dental, optical, and mental health
• Broadband allowance
• Home office stipend
• Life assurance (4 x basic salary)
• Encouraged and funded CPD