Head of Customer Success

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
Liverpool
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Success Strategy Customer Engagement Team Leadership Data Analysis CRM SaaS Account Management Public Sector

FULL DESCRIPTION

At [Employer hidden — view at passion-project.co.uk], we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We’re looking for a Head of Customer Success to lead a proactive, value-led customer success strategy that increases adoption, strengthens retention, and builds advocacy - even when priorities shift and the environment is fast-moving and complex.

What you’ll be doing

  • You’ll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints.
  • You’ll lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.

Key responsibilities

  • Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
  • Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
  • Lead and develop teams with clear accountability, performance standards and coaching.
  • Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes).
  • Own and improve customer satisfaction metrics (including NPS) and feedback loops.
  • Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
  • Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.

What we’re looking for

  • Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
  • Strong track record improving engagement, retention and customer satisfaction.
  • Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
  • Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).

If you’re motivated by customer outcomes and thrive in ambiguity, apply today.

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