Herdwatch
Head of CS (Onboarding and Support) - Hybrid (UK)
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Head of CS (Onboarding and Support) - Hybrid (UK)
Head of Customer Success (UK-Based, Global Responsibility)
Location
UK (Agri-Epi Centre Midlands, Herdwatch UK Office, Edgmond, Newport, Shropshire, TF10 8JZ)
- On-site: Monday & Tuesday (essential)
- Travel: Frequent trips to Ireland required
Reporting Structure
- Reports to: Chief Revenue Officer (CRO)
- Direct reports:
- 1–2 Team Leads (Ireland-based)
- UK-based Customer Success and Onboarding team members
Role Scope
Global (with UK/Ireland focus) – Owns Customer Success (CS) and Onboarding across the company, including:
- Retention, Activation, and Customer Satisfaction KPIs
- Day-to-day management of the UK office (most senior member)
- Full ownership of customer health, engagement, and post-sale processes
About Herdwatch
Herdwatch is the #1 livestock management app − used on 20,000+ farms across Ireland, the UK, and beyond.
🔹 Dedicated to helping farmers:
- Save 3+ hours/week on manual paperwork
- Ensure compliance via cloud backups and digital records
- Access tools on Android, iOS, and desktop
- Approved by Department of Agriculture, ICBF, and Bord Bia
Since 2014, Herdwatch has become an award-winning agri-tech leader, transforming farm operations.
About the Role
We’re seeking a Head of Customer Success to build a high-performing function from the ground up, not oversee an inherited system. This isn’t just about fine-tuning processes—it’s about defining what ‘great’ looks like and creating the frameworks to achieve it.
Responsibilities
CS/Onboarding Function Leadership
- Design end-to-end onboarding frameworks, adoption strategies, and retention playbooks.
- Set KPIs (onboarding completion, time-to-value, NPS, CSAT, churn risk).
- Define standards for escalations, customer health scoring, and adoption incentives.
- Implement AI/digital automation to improve efficiency and customer stickiness.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Team Leadership & Development
- Lead UK-based CS/onboarding team (coaching, performance reviews, hands-on support).
- Supervise two Ireland-based Team Leads (Onboarding & Support) – develop them while ensuring consistency.
- Set professional expectations that drive cultural norms in the UK office (leader by example).
UK Office Management
- While not a formal office manager role, you must set high standards that leadership, sales, and marketing teams follow.
- Prioritise authority through respect and professionalism over positional control.
Reporting & Metrics
- Own all CS metrics delivered to the CRO and leadership.
- Provide data-driven insights, identifying pain points and areas for improvement.
- Churn reduction is critical—focus on creating ‘wow’ experiences that boost retention.
Dual Hands-On & Strategic Role
- Scale-up means hands-on work: taking calls, troubleshooting, and staying close to customer details.
- If you prefer a pure strategy role, this isn’t the right fit—ownership and execution are required.
Who We’re Looking For
Essential Experience
- Proven CS/SaaS leadership: Not just managed a team, but built or entirely reshaped processes like:
- Onboarding workflows
- Health scoring systems
- Retention/compensation playbooks
- Escalation frameworks
- Difference between activity metrics and actual impact
- Managed leaders, not just individuals: Hired, coached (with tough feedback) and developed managers across teams.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Business Context
- Experience in a B2B SaaS/subscription company (scale: 100+ employees, €5M+ ARR+).
- Worked early enough in the company to build systems from scratch, rather than just optimize them.
Director / Leadership Qualities
- Natural authority: Not positional, but from consistent high standards and respect.
- represent and promote cultural norms—UK office looks to you as the benchmark.
- Proactive communicator: The CRO needs you to surface insights, trends, and performance risks—no waiting for direction.
- Strong stakeholder influence: Able to push for product/team adjustments based on customer needs.
This Role is Not
- Purely an office manager – Focus is on leadership and standards, not admin tasks.
- Ratified strategy – Deep involvement in execution is critical.
- UK-only – This is a global CS role with Irish team reporting lines.
Impact: What ‘Good’ Looks Like
👉 ** organisational improvements in churn rates** (with clear justifications for reductions). 👉 Year-over-year increase in 30-day activation rates. 👉 Continuous NPS improvements and best-in-class customer feedback. 👉 SLAs delivery (onboarding, adherence to commitments). 👉 Call response times and CSAT scores among the top 20% of competitors. 👉 Transparency of AI impact on efficiency (e.g., how AI reduces churn or improves workflows). 👉 Leader development with adjusted incentives driving team performance.
Compensation
- Base salary + performance bonuses tied to CS KPIs
- Details determined by experience and market benchmarking
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location