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.
• Design and continuously improve Qflow'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.
• 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).
• Partner with Sales on renewal strategy, expansion opportunities, and 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 sales to use in future prospecting.
• Be an internal voice of the customer, grounded in evidence not just anecdotes.
• Translate customer needs into structured product feedback.
• Work closely with Product and Engineering to improve adoption and usability.
• Identify patterns across customers, not just loud individual requests.
• Own CS metrics including Net Revenue Retention, Churn and expansion drivers, Time-to-value, Product adoption indicators.
• Provide clear, decision-ready reporting to leadership.

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.
• 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.
• Strong commercial judgement and ability to push back internally and externally.

Why it Matters

Customer Success is central to Qflow's growth and impact in the industry. Ensuring customers get the maximum value out of Qflow is critical for enabling the world to build responsibly. Retention, expansion, and proof of value are as critical as new logo growth. This role will materially shape Qflow's impact, revenue quality, customer reputation, and long-term value to the world.

Who are we

Qflow captures the ground truth of materials going into construction and waste coming off, through a simple photograph. Leveraging AI we derive detailed and accurate information on the quantity, quality and timing of materials, and the extended supply chain – all independently of the subcontractors or suppliers. This gives unprecedented transparency and control to GCs and Clients enabling them to manage Cost, Quality and Carbon.

Our team combines construction experience with software engineering, artificial intelligence, and cutting-edge data science to deliver real-time alerts to risks and opportunities during construction.

We service over 500 construction sites across the UK, USA, Canada and Australia – working with General Contractors, Infrastructure Clients and Developers including Vinci, Balfour Beatty, Scottish Power, HS2, Grosvenor and many more. Having established our one-of-a-kind solution as a ‘must have’ tool we’re building a strong book of business with key logos in the US and internationally. Deployed across £billions worth of projects worldwide, our revenues are expected to double over the course of 2026.

Our offer

• Salary up to £70k depending on experience with a performance based commissions structure
• Remote-first team (we enjoy meeting up from time to time in our London HQ and we would love to see you there too!)
• Company laptop and tools
• ️ 25 days annual leave + 3 days company closure at Christmas + bank holidays
• Private medical insurance
• Critical illness and life insurance
• Pension contribution up to 7%
• Enhanced family policy
• Paid volunteering days
• ✈️ Overseas working policy
• We’ll offset your annual carbon footprint on your behalf via Ecologi
• Learning & development and career progression opportunities
• Company social events (online and in person!)