Foundation Partners
Head of Customer Success
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Job Opportunity: Head of Customer Success
Location: Old Street, Shoreditch (Hybrid – minimum 3 days per week in office: Tuesday, Wednesday & Thursday)
Salary: £65,000 - £80,000 base (depending on experience)
Function: Sales & Account Management
Experience Level: 3–4 years experience
Eligibility: Must have the right to work in the UK (Visa sponsorship is not available)
About Our Client
Our client is a forward-thinking technology company operating a fast-growing, purpose-driven platform within the corporate food space. They are passionate about revolutionising the food industry and are looking for a dynamic leader to support their ongoing expansion across multiple markets.
They champion an inclusive, collaborative culture and are an Equal Employment Opportunity Employer dedicated to building a diverse and supportive team.
The Role
As the Head of Customer Success, you will lead the strategic vision for the customer success department, ensuring exceptional service delivery and driving long-term retention.
Managing a dedicated portfolio of enterprise clients, you will own critical performance metrics, lead an internal team, and collaborate cross-functionally to align customer success initiatives with broader business objectives.
Key Responsibilities
- Strategy & Execution: Develop and implement a comprehensive customer success strategy to maximise satisfaction, retention, and customer lifetime value.
- Portfolio Management: Directly lead and nurture our client's enterprise portfolio, serving as a trusted advisor and advocate for key stakeholders.
- Team Leadership: Manage, coach, and mentor a team of Customer Success Managers to ensure performance targets are exceeded.
- Metric Ownership: Maintain full accountability for churn rates, customer satisfaction scores, and upsell/cross-sell revenue targets.
- Cross-Functional Collaboration: Partner with Sales, Marketing, and Product teams to align goals and streamline the customer journey.
- Process Optimisation: Refine onboarding, training, and support workflows to ensure a seamless experience for all corporate clients.
- Growth & Expansion: Proactively identify opportunities for upselling and cross-selling additional products or services to existing accounts.
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Who You Are
- Industry Passion: You are genuinely passionate about food and the corporate hospitality/tech industry.
- Proven Leader: You possess strong leadership skills with a track record of motivating teams to achieve and exceed targets.
- Strategic & Data-Driven: You take an analytical approach to problem-solving, utilizing CRM software and CS tools to track interactions and drive insights.
- Relationship Builder: You possess excellent communication, negotiation, and interpersonal skills to seamlessly influence key corporate stakeholders.
- Adaptable: You thrive in fast-paced, dynamic startup environments and can pivot quickly to changing priorities.
- Experience: 3–4 years of experience in Customer Success or Account Management. Experience within the B2B food industry is highly advantageous.
- Language: Fluent English is required.
What’s on Offer?
Our client believes in rewarding their team with an exceptional benefits package, including:
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- Time Off: 30 days annual leave + dedicated volunteer days off.
- Food Perks: Free daily lunch via their innovative internal platform when in the office, plus a team breakfast every Tuesday!
- Professional Growth: Learning & development budget, alongside 6 dedicated days per year for professional development.
- Health & Wellness: On-site gym, eyecare vouchers, and a choice of two Cycle-to-Work schemes (including city bike options like Lime).
- Financial & Lifestyle: Salary sacrifice pension scheme, salary sacrifice childcare scheme, and access to hundreds of retail discounts.
- Workplace Comfort: A remote-working budget to set up your home space, combined with a vibrant HQ in Shoreditch for your office days.
How To Apply
If you are a driven Customer Success professional ready to take the next step with an exciting tech disruptor, we want to hear from you.
Please submit your CV today to register your interest, and a member of our agency team will be in touch with shortlisted candidates.
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