Head of Customer Success

Key Responsibilities

- Own customer health, renewal, and expansion across all accounts.
- Ensure customers achieve clear, quantifiable outcomes (e.g. reduced rework, cost leakage prevented, audit readiness, sustainability reporting accuracy).
- Personally manage a subset of strategic / high-worth enterprise accounts.
- Proactively identify churn risk and intervene early with structured recovery plans.

Onboarding & Value Realisation

- Design and continuously improve [Employer hidden]’s onboarding and implementation approach.
- Define success milestones aligned to customer business cases and contracts.
- Ensure handover from Sales to CS is disciplined and unambiguous.
- Accelerate time-to-value realisation for customers.

Modelling the CS Function

- Manage coach and hire a high-bar CS team.
- Define clear roles, capacity models, and performance metrics.
- Establish scalable processes, playbooks, and tooling (CRM, CS platforms, reporting).
- Set a culture of accountability, clarity, and collaboration (not vanity metrics).

Commercial Partnership with Sales

- Partner with Sales on:
- Renewal strategy.
- Expansion opportunities.
- Enterprise account planning.
- Support complex deals with realistic success plans (no over-promising).
- Act as a credible commercial counterpart to senior customer stakeholders.
- Provide regular customer insights back to sale to use in future prospecting.

Product & Feedback Loop

- Be an internal voice of the customer, grounded in evidence not just anecdotes.
- Translate customer needs into structured product feedback, focusing on pain/problem or opportunity, not just solutions.
- Work closely with Product and Engineering to improve adoption and usability.
- Identify patterns across customers, not just loud individual requests.

Data, Metrics & Reporting

- Own CS metrics including:
- Net Revenue Retention
- Churn and expansion drivers
- Time-to-value
- Product adoption indicators (e.g No. users taking up new features within 6 months)
- Provide clear, decision-ready reporting to leadership.
- Kill metrics that don’t drive action.

What Success Looks Like (12-18 Months)

- Strong net revenue retention driven by genuine value, not discounting.
- Predictable renewals with minimal “fire drills”.
- Referenceable enterprise customers across Quality, Cost, and Sustainability.
- A CS team and processes that scale.
- CS recognised internally as one of the key partners to the product team and a commercial growth lever, not a support function.

Your Experience

- Senior Customer Success leadership experience in B2B SaaS, ideally enterprise or complex workflows.
- Track record of owning and delivering renewals and expansions, not just satisfaction.
- Track record of cross-functional team collaboration to maximise customer experience and business opportunities.
- Experience working with non-technical end users in operational industries (construction, infrastructure, manufacturing, energy, or similar is a strong plus).
- Comfortable operating in a scaling company with imperfect processes.
- Strong proficiency in utilising various tools (ideally including HubSpot) and platforms to manage client requests.
- Strong commercial judgement and ability to push back internally and externally.

Your skills

- Highly structured thinker; low tolerance for ambiguity masquerading as progress.
- Able to challenge customers constructively when value is not being realised.
- Commercially minded: understands contracts, pricing, and expansion levers.
- Strong executive presence with senior customer stakeholders and strong communication and interpersonal skills, with the ability to build and maintain relationships with key clients and stakeholders, whilst using diplomacy to ensure focus towards the key business objectives.
- Data-driven but pragmatic; tracking and analysis of key account health metrics, and systemic revenue contraction and churn risk mitigation while knowing when to act with incomplete information.
- Calm under pressure; not reactive or overly optimistic.