Flatrock
Head of Customer Success
City of London
£50k/yr
Posted 2 days ago
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Head of Customer Success
Responsibilities
Strategic Account Management
- Own and develop a portfolio of strategic and high-growth client accounts
- Build long-term relationships with senior stakeholders, decision-makers, and executive sponsors
- Develop and execute account growth strategies aligned to customer business objectives
- Conduct regular business reviews, account planning sessions, and strategic roadmap discussions
- Understand client priorities, challenges, risks, and future initiatives
- Create and maintain strategic account plans that identify growth opportunities and risk mitigation strategies
Customer Success & Retention
- Act as the primary escalation point for strategic accounts
- Drive customer satisfaction and continuous improvement initiatives
- Monitor customer health, engagement levels, and service performance
- Proactively identify and address risks to retention
- Ensure delivery teams remain aligned to client expectations and contractual commitments
- Lead contract renewals and long-term partnership planning
Revenue Growth & Expansion
- Own account growth targets across your customer portfolio
- Identify, qualify, and develop expansion opportunities within existing accounts
- Drive cross-sell and upsell initiatives across Flat Rock’s full service offering
- Collaborate with Sales, Solutions, and Delivery teams to convert opportunities into revenue
- Support commercial negotiations and strategic partnership agreements
- Build and manage a healthy account growth pipeline
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Executive Relationship Management
- Build trusted relationships with C-suite executives and senior business leaders
- Act as a strategic advisor on technology, operational, and business challenges
- Represent Flat Rock Technology at executive meetings, client workshops, and industry events
- Facilitate governance meetings, strategic reviews, and executive reporting
Leadership & Collaboration
- Partner with Delivery, Operations, Engineering, Consulting, and BPO teams to ensure client success
- Champion the voice of the customer throughout the organisation
- Coordinate internal resources to resolve issues and deliver outcomes
- Support ongoing improvements to customer experience and account management processes
Requirements
Essential Experience
- 5+ years' experience in Strategic Account Management, Customer Success, Client Success, or Enterprise Account Management
- Proven experience managing and growing enterprise-level customer relationships
- Demonstrated success increasing customer retention, satisfaction, and account revenue
- Strong executive stakeholder management skills
- Experience within one or more of the following sectors:
- SaaS
- Technology Services
- Managed Services
- IT Outsourcing
- Software Development
- BPO
- Consulting Services
- Commercially astute with experience supporting renewals and commercial negotiations
- Excellent communication, presentation, and relationship-building skills
- Strong analytical, strategic thinking, and problem-solving capabilities
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Desirable Experience
- Experience working within offshore, nearshore, or global delivery environments
- Experience managing accounts worth £500k+ annually
- Knowledge of CRM platforms such as HubSpot or Salesforce
- Understanding of software engineering, cloud technologies, AI solutions, managed services, or outsourcing models
- Experience leading customer growth and expansion programmes
Travel
- Regular travel across the UK for client meetings, business reviews, and workshops
- Occasional international travel to customer locations and Flat Rock offices
- Flexibility to travel as required to support strategic accounts and growth opportunities
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Skills
Strategic Account Management
Customer Success
Enterprise Account Management
Executive Stakeholder Management
Revenue Growth
Contract Renewals
Cross-selling
Upselling
Client Retention
Strategic Planning
C-suite Relationship Management
Analytical Thinking
Problem Solving
Commercial Negotiation
CRM Management
Business Review Execution