Caselton Clark
Customer Success Manager
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Head of Customer Success
International Media & Events Business
£65,000–£70,000 + 20% bonus + excellent benefits
We’re working with a growing international media and events business to appoint a Head of Customer Success to lead and develop its Customer Success function across multiple products, platforms, and business areas.
This is a broad leadership role with responsibility for shaping the overall Customer Success strategy, developing the long-term CS roadmap, and ensuring greater consistency across teams, processes, and client engagement models.
The successful individual will sit above an established Customer Success structure and provide a senior layer of leadership across several business lines. The remit will include:
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- Setting the direction and strategy for Customer Success
- Building and evolving CS frameworks, processes, and operating models
- Driving retention, adoption, client outcomes, and value delivery
- Leading and developing existing CS managers and teams
- Bringing consistency across multiple products and business areas
- Remaining close to customers and operational detail, rather than operating purely at a strategic level
- Supporting the continued professionalisation and scaling of the Customer Success function
We’re looking for someone with strong B2B Customer Success leadership experience, ideally from media, events, information, data, intelligence, subscription, or another commercially driven environment.
You may already be operating at Head of Customer Success level, or you could be a senior CS leader ready to take on a broader functional remit.
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The key is credibility: someone who has led teams, improved retention models, developed CS frameworks, and can genuinely help an existing Customer Success population develop.
This is not a role for someone who wants to sit purely at strategy level. The business is looking for a collaborative, commercially minded, and hands-on leader who is comfortable moving between senior-level planning, team development, and customer-level detail.
Package: circa £65,000–£70,000 basic + 20% bonus + excellent benefits.
If you’d be interested in hearing more, please get in touch for a confidential conversation.
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