Fynity
Head of Customer Success
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Head of Customer Success
Most Head of Customer Success roles ask you to inherit a function.
This one asks you to build it.
I'm partnering with a high-growth B2B SaaS company to appoint a founding Head of Customer Success.
The business has built an outstanding product, a loyal customer base, and has strong customer retention. They are now looking for someone to define what Customer Success looks like as they enter the next phase of growth.
Reporting directly to the CEO, you'll have the opportunity to build the Customer Success function from the ground up and become a key member of the leadership team.
Key responsibilities include:
- Defining and executing the Customer Success strategy across the business.
- Designing the Customer Success operating model, including customer segmentation, customer journeys, health scoring, and engagement frameworks.
- Building scalable onboarding, adoption, renewal, and expansion programmes that maximise long-term customer value.
- Acting as an executive sponsor for strategic customers, building trusted relationships, and ensuring they achieve measurable outcomes.
- Partnering closely with Product and Engineering to ensure customer insight helps shape future product development.
- Establishing the metrics, reporting, and operational cadence that provide clear visibility of customer health, retention, and growth opportunities.
- Recruiting, developing, and leading the Customer Success team as the business continues to scale.
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This is not a business driven by aggressive expansion targets.
Its philosophy is simple: deliver exceptional customer value first, and sustainable commercial growth will follow.
To be considered, you will be a Customer Success leader who has successfully built or scaled Customer Success functions within technical B2B SaaS organisations.
You'll ideally bring:
- Experience building or scaling a Customer Success function.
- A strong track record of improving customer adoption, retention, and expansion through scalable operating models.
- Willing to be hands-on with customers, building playbooks, and hiring the team as the function scales.
- Good level of technical knowledge and comfortable in conversations about APIs, integrations, authentication, data, and AI.
- Experience partnering with Product and Engineering teams.
- The confidence to influence at executive level and constructively challenge thinking when needed.
- A genuine passion for creating long-term customer value.
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This is a hybrid role which will see you visit the office in London (Farringdon area) on a weekly basis.
On offer is an excellent salary (DoE) plus Equity Scheme, as well as benefits including Pension, Healthcare, and other perks.
If you're excited by the opportunity to shape a Customer Success function from first principles and play a key role in the growth of an ambitious SaaS business, apply now to find out more.
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