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Head of Customer Success
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Head of Customer Success
Location: Hybrid – London (2–3 days per week)
Salary: £80,000–£90,000 DOE + Uncapped Commission
A high-growth B2B SaaS business is looking for an experienced Head of Customer Success to lead and scale its Customer Success function.
Retention has become the company's number one commercial priority, making this a highly visible leadership role with real influence across the business.
You'll lead a team of 7–8 Customer Success Managers, driving strategy across onboarding, adoption, renewals, and expansion while building the processes, metrics, and operating model that underpin long-term customer growth.
This is an opportunity to shape the future of Customer Success within a scaling SaaS business, partnering closely with Sales, Product, Marketing, and Revenue leadership.
Key Responsibilities
- Own the Customer Success strategy and operating model across the full customer lifecycle.
- Lead, coach, and develop a team of Customer Success Managers.
- Take ownership of retention metrics including GRR, NRR, Net MRR Churn, and product adoption.
- Improve customer engagement, renewal performance, and expansion opportunities.
- Build scalable playbooks, customer health frameworks, segmentation, and success metrics.
- Use customer data to identify churn risks, improve adoption, and drive proactive engagement.
- Act as the senior customer advocate across the business, working closely with Product, Sales, and Marketing.
- Present customer performance, commercial insights, and strategic recommendations to senior leadership.
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About You
You'll be a commercially minded Customer Success leader who thrives in high-growth SaaS environments and has successfully reduced churn, improved retention, and built scalable Customer Success functions.
You'll have:
- Significant leadership experience within B2B SaaS Customer Success.
- Proven ownership of GRR, NRR, churn, and renewal performance.
- Experience building Customer Success playbooks, health scoring, and customer segmentation.
- Strong commercial and analytical skills with a data-led approach to decision-making.
- Experience managing and developing high-performing Customer Success teams.
- Excellent stakeholder management and executive communication skills.
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Desirable
- Experience in PropTech or data-rich SaaS businesses.
- Exposure to both SMB and Enterprise customers.
- Experience working alongside Revenue Operations or Customer Operations teams.
What's on Offer
- £80,000–£90,000 base salary + uncapped commission
- Hybrid working (2–3 days per week in London)
- 37 days annual leave including birthday leave and Christmas shutdown
- Private healthcare
- Annual learning and development budget
- Flexible working and home office equipment
- Excellent career progression within a fast-growing SaaS business
If you're passionate about building world-class Customer Success teams and using data to drive customer retention and revenue growth, we'd love to hear from you.
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