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Head of Customer Success
Managed Services / Cyber & Cloud
Hybrid (North East for access to Sunderland office)
£50-£55,000 base rate salary
· Lead a growing Customer Success function
· Work with mid-market & enterprise customers across regulated
· Hybrid leadership role with real influence on process and growth
The Company
We're partnering with a well-established UK technology services business providing managed IT, cloud, data resilience and cyber-security solutions. The organisation operates in the mid-market, supporting customers across healthcare, local government, financial services, retail and manufacturing.
Founded over 20 years ago and backed by recent private equity investment, the business has grown from VAR to MSP and now into SaaS-led services. With circa 100 employees and strong momentum, they're now investing further into customer retention, experience and long-term account value.
As part of this growth, they're hiring a Head of Customer Success to formalise and scale the CS function.
This is an excellent chance for an aspirational CSM with a some leadership experience to take on increased ownership of an entire function.
The Role
1. This is a senior leadership role responsible for building and embedding a structured Customer Success function across the UK customer base. Your team take ownership of retention, customer engagement and long-term value, working closely with sales, service delivery and technical teams.
2. You'll lead a small existing CS team, introducing clearer processes, cadence and ownership - including QBRs, escalation management and account health frameworks. Customers are handed over from new business sales, and your teams role is to ensure relationships are retained, expanded and protected.
3. You'll operate at senior customer level, engaging CIOs, Heads of IT, CISOs and Operations Directors, acting as a trusted partner rather than a reactive support layer. This is a role for someone who enjoys building structure, coaching teams and operating credibly in technical environments.
Responsibilities:
4. Lead the UK Customer Success function.
5. Own customer retention, engagement and long-term account expansion
6. Manage and develop a team of two Customer Success Managers
7. Create and implement CS initiatives that drive retention and value up
8. Act as senior escalation point for key accounts.
9. Work closely with sales on handover, renewals and expansion opportunities.
10. Partner with delivery and technical teams to ensure customer outcomes.
Requirements:
11. Previous leadership experience in customer success or client management
12. Background within MSP, SaaS or IT services
13. Experience of creating and implementing CS or account initiatives.
14. Strong coaching and leadership capability.
15. Process-driven, organised and commercially aware.
The Package
16. £55,000 base rate salary
17. 25 days holiday.
18. Mobile phone, life assurance, cycle-to-work scheme.
19. EV salary sacrifice scheme available.