Flat Rock Technology 🧩
Head of Customer Success
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Head of Customer Success
Head of Customer Success
Location: Within 90 mins commute of London – Remote with regular client travel
Reporting to: Commercial Director
Salary: £50,000 per annum + up to £5,000 performance-related bonus
About Flat Rock Technology
Flat Rock Technology is a leading technology solutions provider delivering:
- Software development
- Managed services
- Technology consulting
- AI solutions
- Business process outsourcing (BPO) services
We serve organisations across the UK and internationally and are seeking an experienced Head of Customer Success to build, strengthen, and expand relationships with our most strategic clients. This is a high-impact role where you will drive customer retention, satisfaction, and revenue growth, helping clients achieve their business objectives through technology and outsourcing solutions.
The Opportunity
This critical role is client-facing and business-focused. You will:
- Grow, retain, and protect Flat Rock Technology’s most valuable customer relationships.
- Act as trusted advisor and executive relationship owner for strategic accounts.
- Ensure customers realise measurable value from our services while identifying opportunities for expansion across software development, managed services, consulting, AI, and BPO solutions.
- Drive account growth through strategic expansion, cross-selling, and upselling.
- Work closely with Delivery, Operations, Engineering, Sales, Marketing, and Executive Leadership teams to ensure clients receive a world-class experience and continue viewing Flat Rock as a long-term strategic partner.
What You’ll Be Doing
Strategic Account Management
- Own and develop a portfolio of strategic, high-growth client accounts.
- Build long-term relationships with senior stakeholders, decision-makers, and executive sponsors.
- Develop and execute account growth strategies aligned with customer business objectives.
- Conduct regular:
- Business reviews
- Account planning sessions
- Strategic roadmap discussions
- Understand client priorities, challenges, risks, and future initiatives.
- Create and maintain strategic account plans identifying:
- Growth opportunities
- Risk mitigation strategies
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Customer Success & Retention
- Serve as primary escalation point for strategic accounts.
- Drive customer satisfaction and continuous improvement initiatives.
- Monitor:
- Customer health
- Engagement levels
- Service performance
- Proactively identify and address retention risks.
- Ensure delivery teams remain aligned with 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
- Strategic partnership agreements
- Build and manage a healthy account growth pipeline.
Executive Relationship Management
- Build trusted relationships with:
- C-suite executives
- Senior business leaders
- Act as strategic advisor on:
- Technology challenges
- Operational challenges
- Business challenges
- Represent Flat Rock at:
- Executive meetings
- Client workshops
- Industry events
- Facilitate:
- Governance meetings
- Strategic reviews
- Executive reporting
Leadership & Collaboration
- Partner with:
- Delivery
- Operations
- Engineering
- Consulting
- BPO teams
- Champion the voice of the customer across the organisation.
- Coordinate internal resources to:
- Resolve issues
- Deliver outcomes
- Support ongoing improvements in:
- Customer experience
- Account management processes
About You
Essential Experience
- 5+ years’ experience in Strategic Account Management, Customer Success, Client Success, or Enterprise Account Management.
- Proven track record in:
- Managing enterprise-level customer relationships
- Increasing customer retention, satisfaction, and account revenue
- Strong executive stakeholder management skills.
- Experience in 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
- Commercial negotiations
- Excellent skills in:
- Communication
- Presentation delivery
- Relationship building
- Strong analytical, strategic, and problem-solving capabilities.
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Desirable Experience
- Experience working in offshore, nearshore, or global delivery environments.
- Managing accounts worth £500k+ annually.
- Familiarity with CRM platforms (e.g., HubSpot or Salesforce).
- Knowledge of:
- Software engineering
- Cloud technologies
- AI solutions
- Managed services
- Outsourcing models
- Leading customer growth and expansion programmes.
Travel Requirements
- Regular travel across the UK for:
- Client meetings
- Business reviews
- Workshops
- Occasional international travel for:
- Customer location visits
- Flat Rock office visits
- Flexibility to travel as required for strategic accounts and growth opportunities.
Why Join Flat Rock Technology?
✅ Join a fast-growing international technology business.
✅ Work with ambitious clients across multiple industries.
✅ Influence long-term strategic decisions and customer growth.
✅ Enjoy significant autonomy and high visibility.
✅ Play a key role in shaping customer success and commercial growth.
If you’re passionate about building trusted relationships, driving commercial growth, and transforming organisations through technology, we’d love to hear from you!
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