Jobgether
Head of Customer Success
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Head of Customer Success
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success based in United Kingdom.
We are seeking a strategic and hands-on customer success leader to build and scale a world-class customer experience function within a fast-growing technology environment.
This role offers the opportunity to redefine how customers receive value, moving beyond traditional support toward a growth-focused partnership model.
You will lead a high-performing team, create scalable success frameworks, and establish operating systems that improve customer outcomes.
Working across product, engineering, sales, and technical teams, you will shape the future of customer engagement.
The ideal candidate combines commercial thinking, technical curiosity, operational excellence, and strong leadership skills.
You will have significant ownership and influence in building a customer success organization designed for scale.
This is an opportunity to directly impact customer growth, retention, and long-term business success.
Accountabilities
In this role, you will own the evolution of the customer success function by creating scalable processes, developing a high-performing team, and ensuring customers receive strategic value. Your responsibilities will include:
- Building and implementing the customer success operating model, including segmentation, coverage strategies, account planning, health indicators, review processes, renewal workflows, and scalable customer programs.
- Leading, coaching, and developing a customer success team by establishing clear expectations, improving performance, and creating a culture of ownership and continuous improvement.
- Managing strategic customer relationships by ensuring key accounts have clear objectives, adoption plans, stakeholder alignment, risk visibility, and growth opportunities.
- Helping customer success managers become trusted growth partners who can understand customer businesses, identify opportunities, and recommend impactful solutions.
- Establishing strong collaboration between customer success, technical teams, support, sales, product, and advisory functions to improve customer outcomes.
- Turning recurring customer challenges and insights into scalable resources such as playbooks, training materials, documentation, and internal processes.
- Defining and improving customer success metrics related to adoption, customer health, retention, expansion, and overall business impact.
- Remaining close to customers and teams by participating in strategic conversations, reviewing account strategies, and helping resolve complex challenges.
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Requirements
The ideal candidate is an experienced customer success leader who can combine strategic vision with practical execution in a fast-moving technology environment. You should bring:
- 8+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a related customer-facing leadership role.
- 4+ years of experience managing and scaling customer-facing teams.
- Proven experience influencing customer retention, expansion, adoption, account health, or revenue-related outcomes.
- Strong experience building customer success frameworks, including segmentation models, account planning processes, health scoring systems, and renewal strategies.
- Ability to engage confidently with executives, founders, product leaders, technical teams, and business stakeholders.
- Strong commercial understanding, including customer value creation, expansion opportunities, stakeholder management, and business impact.
- Technical fluency and the ability to operate effectively within a product-led or developer-focused technology environment.
- Excellent analytical skills and the ability to use customer, product, and revenue data to prioritize initiatives.
- Strong written communication skills and experience working effectively in remote, asynchronous environments.
- A proactive mindset with high ownership, strong decision-making abilities, and the ability to build systems without unnecessary complexity.
Nice To Have
- Experience working with mobile applications, subscription businesses, marketplaces, gaming, consumer technology, or growth-focused products.
- Experience scaling customer success operations during periods of rapid company growth.
- Experience managing both high-touch strategic accounts and scaled customer programs.
- Experience partnering with technical account teams, support, sales, product, marketing, and advisory functions.
- Experience using customer insights to influence product strategy and business decisions.
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Benefits
- Competitive compensation package with equity participation.
- Fully remote and flexible work environment.
- Opportunity to shape the future of a rapidly growing technology company.
- High ownership role with significant influence over strategy, processes, and team development.
- Suggested 4-5 weeks of annual time off to support mental, physical, and emotional well-being.
- Workspace setup support with a dedicated budget.
- Annual learning and development stipend to support professional growth.
- Opportunity to work with talented international teams across multiple regions.
- Chance to build a customer success organization that directly impacts customer growth and business outcomes.
How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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