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Head of Customer Success, Luton, Bedfordshire
Client: OneTouch Health
Location: Luton, Bedfordshire, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
2
Posted:
22.08.2025
Expiry Date:
06.10.2025
Job Description:
We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.
Key Responsibilities:
* Build, lead, and mentor a team of Customer Success Managers (CSMs).
* Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
* Act as an escalation point for customer concerns and issues when needed.
* Achieve upsell targets via re-contracting, pricing uplifts, and cross-sell opportunities.
* Ensure the re-contracting process is effective and efficient for all customers.
* Own key metrics such as NPS, CSAT, CLV, and churn/retention rates.
* Collaborate with Sales, Product, Marketing, and Support to align customer needs with business goals.
* Implement scalable processes and tools to improve engagement, renewals, and upsell opportunities.
* Serve as the voice of the customer within the organisation, providing insights to shape product development and strategy.
* Oversee onboarding, training, and support processes for a seamless customer experience.
* Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
* Present updates and insights to executive leadership and stakeholders regularly.
Required Skills and Experience:
* Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
* Strong coaching and development skills.
Additional Skills:
* Strategic Thinking: Ability to design and execute long-term strategies aligned with company goals, setting KPIs and using metrics to drive performance.
* Customer-Centric Mindset: Deep understanding of customer needs and behaviors, with a commitment to delivering exceptional experiences.
* Communication & Interpersonal Skills: Excellent verbal and written communication, high emotional intelligence, and conflict resolution skills.
* Data Analysis & Decision-Making: Proficiency in using data and feedback, experience with health scoring, churn analysis, and NPS/CSAT metrics.
* Cross-Functional Collaboration: Effective collaboration with Sales, Marketing, Product, and Support teams.
* Process Development & Optimization: Skilled in designing scalable processes and familiar with customer journey mapping.
* Target-driven: Ability to work to and exceed targets.
Required Experience:
* Experience managing Customer Success, Account Management, or Client Services teams.
* Success in B2B SaaS or technology-driven environments.
* Managing a portfolio with enterprise and/or mid-market clients.
* Ability to reduce churn, increase CLV, and drive upsell/renewal outcomes.
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