The Portfolio Group
Head of Customer Success & Retention (Associate Director Level)
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A senior leadership and progressive career opportunity for an experienced Customer Solutions and Retention leader, at the heart of a fast-growing, service-led business with a genuinely high-performance culture.
This is a truly commercial, client-first role where the customer experience sits at the centre of every decision. You'll lead the strategy behind client engagement, satisfaction and retention, working closely with Sales, Service and Technology teams to deliver a "must-have" service that clients rely on every day.
Reporting into senior leadership, you'll take full ownership of the client journey from onboarding through to service delivery, satisfaction and retention while acting as a key strategic partner across the business. Ideal for a proven leader from a Professional Services or high-volume Shared Services background, this is an opportunity to shape service transformation at genuine scale.
The Role
- Lead and develop the Client Solutions and Retention teams to deliver exceptional service at scale
- Own the client engagement strategy across onboarding, service delivery, satisfaction and retention
- Partner with Sales, Service and Technology on client experience, reputation and AI-driven innovation
- Present insight, trends and performance directly to senior leadership and the Executive team
- Drive service transformation projects that improve efficiency and client outcomes
- Monitor client sentiment and SLA performance to identify and resolve emerging risks
- Reduce cancellations and attrition through root-cause analysis and cross-team collaboration
- Improve onboarding, payments and scheduling processes to strengthen the end-to-end journey
- Build a high-performing, customer-centric team, driving a culture focused on creative problem-solving
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You will be an experienced Customer Solutions/ Customer Experience, Client Success or Retention leader with a strong commercial mindset and a pragmatic, solutions-focused approach. A confident communicator, you can influence senior stakeholders, manage large-scale service transformation, and have a proven track record of building high-performing teams. Experience within a SaaS, subscription or Professional Services environment is highly desirable, with strong commercial acumen expected.
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Why Apply
This is a highly commercial, client-led business where customer experience plays a central role in shaping strategy. You'll gain broad exposure across engagement, retention, technology and operational leadership, building the commercial experience that will define the next stage of your career.
An excellent package of Basic + Car Allowance + Bonus + Benefits is available to the successful candidate, alongside the opportunity to thrive in a fast-paced, collaborative, entrepreneurial and innovative environment.
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