Role Purpose
The Head of Customer Success is a senior leadership role responsible for the full Customer Success Team at MaxContact. You will own the post-sale customer experience end-to-end, from onboarding and adoption through to retention, expansion and long-term value delivery across our SaaS contact centre platform.
This is a people-first, commercially-grounded leadership role. You will build, develop and inspire a high-performing team across multiple disciplines: Customer Success Management, Adoption, Enablement and Customer Care.
Key Responsibilities
People Leadership and Team Development
- This is the core of the role. You are responsible for the performance, development and culture of the entire Customer Success Team.
- Lead, coach and develop a multi-disciplinary team spanning Customer Success Management, Adoption, Enablement and Customer Care.
- Conduct regular, high-quality 1:1s and performance reviews that are developmental, not just operational.
- Identify skills gaps proactively and implement structured learning and development plans before gaps become delivery risks.
- Champion AI literacy and enablement across the team — building confidence in the use of AI tools as part of everyday work, and ensuring capability development keeps pace with how the role is evolving.
Customer Retention and Commercial Performance
- Own adoption across the customer base as your primary commercial metric.
- Own and develop the customer health framework that enables proactive intervention before churn risk becomes churn reality.
- Oversee customer success plans across all segments, ensuring outcomes are measurable and tracked.
- Partner closely with the Account Management and Sales teams to align on expansion opportunities and ensure handoffs are seamless.
Operational Excellence and Scalability
- Design, implement and continuously improve the operating model for the Customer Success Team.
- Build scalable playbooks that reduce reliance on individual heroics and enable consistent, repeatable outcomes across the team.
- Own the tooling and systems stack for the function and ensure they are used effectively across CRM, customer success platforms, ticketing and knowledge management.
- Lead AI adoption across the Customer Success Team, identifying where AI tools can meaningfully improve productivity, customer insight, content creation and operational efficiency — and ensuring the team is equipped and confident to use them.
- Drive cross-functional collaboration with Product, Engineering, Sales and Marketing, ensuring the CST is well-connected and its insights are feeding into the business.
Strategy, Reporting and Commercial Governance
- Input into the Customer Success strategy, translating business objectives into a clear departmental roadmap with measurable milestones.
- Present regular performance reporting to the leadership team covering utilisation, adoption, leads in the base, customer health, team capacity and delivery quality.
- Build a data-driven function where decisions are made on evidence, not instinct, and where performance is visible and understandable at every level.
- Identify and articulate the commercial value of the CST to the wider business, making the function's contribution to revenue protection and growth visible.
- Lead continuous improvement across the function, regularly reviewing what is and is not working and implementing changes with pace and discipline.
The Team You Will Lead
- The Customer Success Team is a multi-disciplinary function responsible for the full post-sale customer experience at MaxContact. The Head of Customer Success will oversee the following disciplines:
Experience and Attributes
Essential
- Proven experience leading a Customer Success or Customer Operations function in a B2B SaaS business.
- Strong people leadership credentials, with demonstrable experience developing teams, building progression frameworks and coaching managers.
- Commercial fluency: you understand NRR, churn, customer health scoring, expansion revenue and how CS contributes to the financial performance of the business.
- Experience designing and implementing scalable operating models, playbooks and frameworks in a growing business.
- Confident communicator and presenter at senior leadership and board level, with the ability to translate operational detail into strategic narrative.
- Data-driven approach to decision-making.
- Strong cross-functional collaboration skills, particularly with Sales, Product and Engineering.
- Experience managing multi-disciplinary teams.
Desirable
- Background in or strong familiarity with contact centre technology, CCaaS, or adjacent SaaS markets.
- Experience building or improving technical delivery functions alongside customer success, such as solutions engineering or professional services.
- Exposure to a high-growth, scaling business environment where process and structure have needed to be built from the ground up.
- Practical experience or genuine curiosity around AI tools in a CS or operational context.
- Experience leading a team through adoption of new technology or AI-powered tooling, including managing the cultural and capability change that comes with it.
Values and Behaviours
- Ownership: takes full accountability for outcomes, not just activity, and does not wait to be asked.
- Clarity: communicates with precision and confidence at every level of the business.
- Drive: sets ambitious standards and holds the team to them with energy and urgency.
- Commercial instinct: understands revenue, margin and growth, and makes decisions that protect and build commercial value.
Success Measures
- Net Revenue Retention (NRR): at or above target, with clear visibility of risk accounts and proactive management of expansion opportunities.
- Gross Retention: reduction in avoidable churn.
- Customer Health Score: improvement in portfolio health over time.
- Team Performance and Development: every team member has a development plan.
- Operational Scalability: processes and playbooks documented and functioning, with the function not dependent on key individuals.
- Reporting Quality: regular, accurate, commercially credible reporting.
- Cross-Functional Collaboration: CS is trusted and well-regarded across the business.
Benefits and Perks
- Competitive Salary and Performance related bonus.
- 25 days annual leave plus your birthday off - So you can genuinely switch off, recharge and bring your best self to work.
- Increased holiday entitlement with length of service - We recognise commitment and loyalty. As you grow with MaxContact, we give more back because owning it over time should be rewarded.
- Enhanced maternity and paternity packages -We support our people at every stage of life. By enabling families to take meaningful time when it matters most.
- Life insurance - Providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
- Enhanced pension options- We help you invest in your future, not just your role today enabling you to make it count over the long term.
- Company-paid sick leave- We trust our people to take the time they need to recover and return well.
- Personal training allowance - We invest in your growth and encourage continuous learning. You’re empowered to develop your skills, challenge yourself, and challenge the status quo for your career and for our customers.
- Buy and sell holiday options- Flexibility matters. This option allows you to shape your working life around what’s important to you.
- Social, charity and culture committee events- We believe strong connections build great teams. These activities bring people together, support our communities, and reinforce our one team mindset.
- Hybrid working (minimum two days in the office)- We balance flexibility with collaboration.
