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Head of Customer Success
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Head of Customer Success | B2B SaaS - High-Growth InsurTech | London (Hybrid) | Up to £80,000 - 115,000 DOE
About the Company
Our client is a fast-growing UK SaaS company transforming how leading insurers, brokers, and financial services organizations use location intelligence and data. Their cloud-native platform combines geospatial, property, and environmental data with powerful APIs and AI-driven capabilities to help customers make better underwriting, exposure management, and risk decisions.
Operating in a high-growth scale-up environment, they champion absolute autonomy, radical ownership, and operational agility. They move dynamically from start-up flexibility to scale-up discipline, empowering their people to execute without layers of corporate bureaucracy or hand-holding. If a candidate thrives in a rapid-iteration, customer-obsessed culture where they are trusted to define the roadmap, make high-impact commercial decisions, and turn Customer Success into a genuine driver of enterprise value every single day, they will find a massive opportunity here.
About the Role
As the Head of Customer Success, you will be the strategic, customer-centric engine and functional leader driving client value across an established enterprise base. Reporting directly to the Chief Revenue Officer (CRO), this isn’t a machine that already runs on pre-packaged playbooks - this is a strategic leadership mandate to build the maturity, structure, and frameworks to scale Customer Success alongside rapid business growth.
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This is a true "builder and player-coach" role. While the company already enjoys strong customer relationships and dedicated domain experts, they need an experienced leader to construct the operational foundations from scratch: from repeatable enterprise onboarding to predictive renewal forecasting. Working shoulder-to-shoulder with Product, Engineering, Sales, and Marketing, you will act as the voice of the customer at the executive level, ensuring renewals are never a surprise, expansion signals are surfaced early, and strategic accounts achieve measurable business outcomes.
Key Responsibilities
- Build, lead, and scale the Customer Success strategy, team, and operating rhythms from the ground up - growing headcount deliberately in line with revenue.
- Design and refine a structured onboarding journey that takes enterprise clients from contract signature to realized value on a reliable schedule.
- Agree on clear, quantified business outcomes account-by-account (starting with the most strategic enterprise clients), surfacing expansion signals for Sales and cultivating referenceable advocates.
- Build a robust, transparent renewal forecasting framework where every risk is visible at least 90 days out.
- Translate deep customer insights into actionable feedback for Product and Engineering to shape the platform roadmap.
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Skills & Competencies
- Proven experience designing enterprise CS frameworks, playbooks, onboarding routes, and reporting suites from scratch rather than inheriting them.
- Comfortable personally carrying complex enterprise accounts while simultaneously building out team structures without relying on a large ops team.
- Technically sharp enough to independently hold fluent conversations about APIs, data integration, and data quality with a customer's technical and data teams.
- Focuses on customer business metrics and ROI rather than relying solely on product usage metrics.
Qualifications & Experience
- Demonstrated track record of building and leading an enterprise Customer Success function within B2B SaaS.
- Direct experience managing large, multi-stakeholder enterprise accounts (financial services, insurance, or complex data platforms).
- Prior exposure to insurers, MGAs, brokers, or regulated financial services environments is a plus.
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