Head of Customer Success

A growing SaaS business is hiring a Head of Customer Success to lead Customer Success and onboarding. You will own retention, adoption and expansion outcomes across a large, multi-product customer base. You will build a structured, data-led approach and help customers achieve clear value from the platform.

Head of Customer Success - What you will do

• Set and deliver the Customer Success strategy
• Lead retention performance and customer health (GRR and NRR)
• Lead a multi-role team across Customer Success and onboarding
• Own the lifecycle from onboarding through renewal, improving time to value
• Reduce churn through early risk identification and proactive playbooks
• Partner with Product, Sales and Support to improve customer outcomes
• Build reporting and rhythm for senior leadership

Head of Customer Success - What we are looking for

• Senior Customer Success leadership experience in SaaS
• Track record improving retention, adoption and growth outcomes
• Experience leading teams of 8 to 15 people
• Strong commercial awareness, clear decision making, and confident stakeholder leadership

Head of Customer Success - Role details

• Northwest, hybrid working (3 office / 2 WFH)
• Competitive salary plus performance bonus

Apply now and make the move to a business with a fantastic reputation within their field. They have a great product range and a people centric culture. Their growth plans are significant and you'll have the chance to add genuine value with your skillset.