Head of Customer Success (Remote from United Kingdom)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in United Kingdom.

We are seeking a strategic and experienced Head of Customer Success to lead and scale the global customer experience function. This role offers full ownership of the end-to-end customer journey, from onboarding to post-sales support, ensuring satisfaction, loyalty, and operational excellence. You will build, mentor, and inspire a high-performing team while collaborating closely with sales, marketing, and technical partners to enable growth and optimize processes. The position combines strategic leadership with hands-on problem-solving, requiring a proactive approach to improving workflows, automation, and customer communications. The ideal candidate thrives in a fast-paced, remote environment, enjoys driving measurable impact, and is passionate about delivering exceptional client experiences on a global scale.

Accountabilities

• Lead and manage the customer success function, establishing scalable strategies, KPIs, and team goals aligned with business objectives.
• Build, mentor, and guide a high-performing team across support, aftersales, and service coordination.
• Oversee post-sales operations including client onboarding, equipment setup, technical coordination, and ongoing support.
• Enable sales processes through effective communication across email, SMS, and social channels, ensuring accurate quotes, invoices, and order follow-ups.
• Manage shipping, damages, returns, and related customer communications, optimizing processes in collaboration with logistics teams.
• Identify recurring operational challenges and implement process improvements or automation to enhance both efficiency and client experience.
• Collaborate cross-functionally with marketing, sales, and technical teams to support growth initiatives and enhance customer satisfaction.

Requirements

• Minimum 5 years of experience in client-facing operations or customer success roles, with at least 2 years in a leadership capacity.
• Strong background in e-commerce operations; experience with Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills, with an ability to manage complex client interactions effectively.
• Strong analytical, problem-solving, and process improvement skills with high attention to detail.
• Experience in professional coffee equipment, specialty coffee, or related industries is a plus.
• Proven ability to lead remote, globally distributed teams and drive measurable results.

Benefits

• Remote-first, flexible work environment with a globally distributed team.
• Opportunity to lead and shape a high-impact customer success function.
• Collaborative and passionate culture, driven by innovation and excellence.
• Exposure to fast-growing, high-impact projects and meaningful professional development.