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Head of Customer Success, Warrington, Cheshire
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Client:
OneTouch Health
Location:
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
2
Posted:
22.08.2025
Expiry Date:
06.10.2025
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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 customer 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.
Strategic Thinking:
* Ability to design and execute long-term customer success strategies aligned with company goals.
* Experience setting KPIs and using metrics to drive performance and improvements.
Customer-Centric Mindset:
* Deep understanding of customer needs, behaviors, and how to drive value throughout the customer lifecycle.
* Commitment to delivering exceptional experiences and building trusted relationships.
Communication & Interpersonal Skills:
* Exceptional verbal and written communication skills, including presenting to executives and clients.
* High emotional intelligence and conflict resolution abilities.
Data Analysis & Decision-Making:
* Proficiency in using data and customer feedback to inform decisions and improve processes.
* Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.
Cross-Functional Collaboration:
* Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.
Process Development & Optimization:
* Skilled in designing scalable processes for onboarding, adoption, and renewal.
* Familiarity with customer journey mapping and lifecycle management.
Target-driven:
* Ability to work to and exceed targets.
Required Experience:
* Experience managing Customer Success, Account Management, or Client Services.
* Proven success in B2B SaaS or technology environments.
* Experience managing enterprise and/or mid-market customer portfolios.
* Demonstrated success in reducing churn, increasing CLV, and driving upsell and renewal outcomes.
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