Head of Customer Success Warrington - Hybrid 3 days onsite We are supporting a growing SaaS business in the search for a Head of Customer Success to lead retention, adoption, and customer growth across a £9.3m ARR customer base. This role will lead a team across Customer Success and onboarding, building a scalable, data-driven customer function focused on customer outcomes, revenue retention, and long-term growth. Key Responsibilities Define and deliver the Customer Success strategy aligned to business goals Own GRR and NRR performance across the customer base Lead and develop a team of 12 across Customer Success and onboarding Own the full customer lifecycle from onboarding through to renewal Reduce churn through proactive customer engagement and risk management Partner with Sales, Product, and Support teams to improve customer outcomes Drive upsell and cross-sell opportunities alongside commercial teams Implement scalable processes, reporting, and customer health metrics Act as executive sponsor for key customer accounts What Theyre Looking For Proven leadership experience within a SaaS Customer Success environment Strong track record of improving retention and driving revenue growth Experience managing teams of 8-15 people Background managing £5m-£15m ARR customer portfolios Commercially focused with ownership of retention and growth metrics Strong stakeholder management and customer-facing leadership skills Data-driven mindset with experience building scalable CS processes Key Metrics Gross Revenue Retention (GRR) Net Revenue Retention (NRR) Customer Satisfaction Customer adoption and engagement Time to Value