Head of CS (Onboarding and Support) - Hybrid (UK)

Frequent travel to Ireland is required.

What you'll own

The CS and onboarding function, end-to-end. That means defining how we onboard customers, how we measure success, how we identify and act on churn risk, how we handle escalations, and what ‘great’ looks like at every stage of the post-sale customer journey. You'll decide the frameworks, own the KPIs, and hold the team accountable to them. You will also own the adoption/usage of product including integrations which is a key driver in stickiness.

Team Leads in Ireland will report to you (support lead and onboarding lead). They run the day-to-day in their respective areas — your job is to set their direction, develop them as leaders, review their team's performance, and make sure standards are consistent whether a customer is being served from Ireland or the UK.

UK-based CS and onboarding team members will also report directly to you. You'll be hands-on with this group — coaching, reviewing work, sitting in on customer calls, and staying close enough to the detail that you know what's really happening, not just what the dashboard says.

You'll own the metrics that matter: onboarding completion and time-to-value, customer health and retention, NPS/CSAT, expansion and upsell identification within the customer base. You'll report on these to the CRO and wider leadership team and be expected to have a point of view on what's working, what isn't, and what you're doing about it. The most critical aspect of this role is retention: creating a wow customer experience and increasing app usage through human, digital and AI interaction. As scale-up, it is critical that you are comfortable rolling your sleeves up; taking calls day-to-day as required and not just overseeing, but also doing.

What we're looking for

You've owned a CS or post-sale function before in SaaS — not just managed a team within one, but actually decided how it operates. You've built or significantly reshaped onboarding processes, health scoring, escalation frameworks, or retention playbooks. You know the difference between activity metrics and outcome metrics.

You've managed managers or team leads, not just individual contributors. You know how to develop leaders — giving them enough space to grow while holding them to a standard. You're the person who gives direct, honest feedback early rather than letting things drift.

You've worked in a B2B SaaS or subscription business (company scale ideally at 100 people+ and north of €5m ARR) where the CS function was important enough to need real leadership but early enough that you were still building the playbook rather than just running it.

You carry natural authority. Not positional authority — the kind that comes from high personal standards, consistency, and treating people well while expecting a lot from them. In our UK office, you'll be the most senior person locally. The sales and marketing team members there don't report to you, but they'll look to you as the example of how we operate. That needs to come naturally, not feel like an imposition.

You're a strong communicator upward. The ‘ears and eyes’ dimension of this role only works if you're proactive about sharing what you're seeing — patterns in customer feedback, dynamics in the UK team, things that are working and things that aren't. You don't wait to be asked; you surface it. The CRO is dependent on you as their partner in running the UK operation.

What this role is not:

This is not a UK office manager role. The UK presence is about leadership and standards.

This is not a purely strategic role. At our size, the Head of CS is still in customer calls, still reviewing onboarding cases, still doing the work alongside the team. If you want a role where you set the strategy and hand it off, this isn't the right fit. If you want to build a function from a position of real ownership and be close enough to the detail that your decisions are grounded in reality, it is.

This is not a UK-only role. You own CS globally. The Irish TLs report to you. Standards are yours to set across the board. You happen to sit in the UK, but your remit is the whole function.

Impact: What Good Looks Like

Improving churn rates and the ability to demonstrate the 'why' of the improvements YoY improvement in first 30 day activation rates Continually improving NPS rates Delivery of SLAs across all client types Best-in-class call answer rates and CSAT scores Ability to orchestrate and demonstrate AI impact on efficiency Developing leaders on the team, and optmising incentives to drive improvements Ability to influence stakeholders in other functions e.g. product to deliver on the needs of the customer

Compensation

Competitive base salary plus performance bonuses tied to CS outcomes. Details depending on experience.