The Candidate Recruitment Agency
Head of Customer Success
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Build a Customer Success Function from the Ground Up
Are you an experienced Customer Success professional who loves building relationships, creating exceptional customer experiences and shaping processes from scratch?
We're partnering with an innovative, fast-growing SaaS business that's transforming the way organisations manage and develop their sales teams. As the business continues to scale, they're looking to appoint their very first Head of Customer Success—a pivotal hire who will have genuine ownership over the entire customer journey.
This is far more than a traditional account management role. You'll become the trusted partner for every client from onboarding through to renewal, ensuring customers gain maximum value from the platform while helping shape the future of the customer success function.
If you're looking for a role where you can make a visible impact, influence product development and work directly alongside the founders of an ambitious technology business, this is a fantastic opportunity.
The Opportunity
Joining at an exciting stage of growth, you'll take ownership of the complete customer lifecycle, ensuring every client receives an exceptional onboarding experience, ongoing support and proactive engagement throughout their journey.
You'll work closely with senior stakeholders, build scalable customer success processes and create valuable self-service resources that improve customer adoption and long-term satisfaction. Unlike many Customer Success roles, your success won't be measured by upselling or revenue generation. Instead, you'll be recognised for creating outstanding customer experiences and driving industry-leading customer satisfaction.
Key Responsibilities
As Head of Customer Success, you'll:
- Take ownership of the complete client onboarding process, ensuring every customer is successfully implemented and fully operational.
- Deliver engaging onboarding sessions and user training to maximise product adoption.
- Become the primary point of contact for your client portfolio, building trusted long-term relationships.
- Conduct structured customer success reviews throughout the customer lifecycle.
- Measure customer satisfaction through regular feedback and Net Promoter Score (NPS) surveys, implementing improvements where required.
- Create and maintain a comprehensive online resource centre, including user guides, FAQs, training videos and best practice documentation.
- Work closely with internal product and leadership teams, sharing customer insights and identifying opportunities for continuous improvement.
- Produce customer health reports ahead of renewal discussions.
- Manage customer feedback professionally, ensuring valuable learning is captured across the business.
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About You
We're looking for someone who enjoys building strong client relationships and thrives in a growing, entrepreneurial environment.
You'll ideally have:
- Previous experience within Customer Success, Account Management or Client Services, ideally within a SaaS or technology business.
- Confidence communicating with senior stakeholders and decision makers.
- Outstanding written and verbal communication skills.
- A proactive, organised approach with exceptional attention to detail.
- The ability to interpret data and confidently communicate insights to customers.
- Experience creating customer-facing documentation, guides or training materials.
- A genuine interest in using AI tools to improve productivity and customer experience.
- The ability to work independently within a fully remote environment.
Desirable Experience
It would be advantageous if you also have:
- Experience using CRM platforms such as Salesforce, HubSpot, Pipedrive or similar.
- Experience working within a high-growth or scaling business.
- Knowledge of customer satisfaction measurement, including Net Promoter Score (NPS).
- An understanding of sales processes or sales management environments.
- A background in HR, Learning & Development or People Management would also be highly transferable.
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What's on Offer?
- c.£42,000 DOE (pro rata)
- Performance-related bonus linked to customer satisfaction.
- Fully remote working within the UK.
- Four-day working week with genuine flexibility.
- School-friendly and family-friendly working hours.
- The opportunity to build and shape an entire Customer Success function.
- Direct access to senior leadership and founders.
- A collaborative, supportive culture where your ideas will genuinely influence the direction of the business.
- Excellent long-term career progression as the company continues to grow.
Why Apply?
This is a rare opportunity to join a growing SaaS business at an exciting stage of its journey. You'll have the autonomy to build something meaningful, the flexibility to achieve an excellent work-life balance, and the opportunity to make a genuine impact on both customer experience and business success.
If you're passionate about customer success, enjoy building processes and relationships, and are looking for a role where your work will truly matter, we'd love to hear from you.
Please note due to high volumes of applications unfortunately we are not always able to respond to all unsuccessful applicants. However we wish everyone who applies the very best with their job search.
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