4Square Recruitment Ltd
Head of Customer Value
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Head of Customer Value
We’re recruiting for a Head of Customer Value. This is a senior leadership role responsible for shaping the end-to-end customer experience, combining Customer Success, Service Delivery, customer retention, product adoption and commercial growth.
You’ll lead a team of Customer Success and Service Delivery Managers, ensuring customers maximise the value they receive from the company’s software while building strong, long-term relationships with senior stakeholders.
The role
You will be responsible for developing and delivering a customer value strategy focused on adoption, retention, expansion and advocacy, while continually improving the overall customer experience.
Key responsibilities will include:
- Lead, coach and develop a high-performing Customer Success and Service Delivery team
- Build strong relationships with senior and executive-level customers
- Drive customer adoption, engagement and value realisation across software products and services
- Improve customer satisfaction, retention and service performance
- Manage and support the resolution of key customer escalations
- Develop customer success processes, playbooks and best practice
- Define and monitor KPIs including retention, churn, NPS, customer health and lifetime value
- Identify upsell and cross-sell opportunities alongside Sales and Account Management teams
- Champion automation, process improvement and customer self-service
- Lead Voice of Customer initiatives including surveys, feedback programmes, user communities and advisory groups
- Work closely with Product, Sales and Operations to influence product development and improve the customer journey
- Provide senior leadership with clear reporting and insight around customer performance and trends
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What we’re looking for
You’ll have significant experience within Customer Success or Customer Experience leadership in a B2B SaaS environment, with a strong combination of people leadership, commercial awareness and customer relationship management.
Ideally you will have:
- Senior-level Customer Success leadership experience within B2B SaaS
- Experience managing Customer Success, Service Delivery or other customer-facing teams
- A strong track record of improving customer retention, satisfaction and adoption
- Experience working with enterprise or complex B2B customers
- Strong knowledge of Customer Success metrics including churn, retention, NPS and LTV
- Experience developing customer success strategies, processes and playbooks
- Excellent executive-level stakeholder management skills
- Strong commercial awareness with experience identifying expansion opportunities
- Experience collaborating with Sales, Product, Operations and Account Management teams
- Strong analytical skills and the ability to turn customer data into actionable insights
- Experience using CRM or Customer Success platforms such as Salesforce
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This is an excellent opportunity for an experienced Customer Success leader looking to take ownership of a significant customer function and influence customer strategy across a growing technology business.
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