Head of Customer Success
If your skills, experience, and qualifications match those in this job overview, do not delay your application.
?? Location: Petersfield, Hampshire
?? Hours: Full-time, 40 hours per week (Hybrid - one day a week from home, non-negotiable)
?? Reporting to: Director
Your New Company:
Join a well-established, high-performing manufacturing business with a £50 million turnover, known for its commitment to quality, innovation, and customer satisfaction. Based in Petersfield, this organisation is entering an exciting phase of growth and transformation, with customer experience at the heart of its strategy. This is a unique opportunity to lead a talented team and shape the future of customer success in a business that values excellence and continuous improvement.
Your new role:
As Head of Customer Success, you'll take ownership of the customer experience strategy, leading a department of 20+ professionals across Customer Support and Customer Care. You'll be responsible for driving operational excellence, embedding a customer-first culture, and delivering measurable improvements in service quality, responsiveness, and team performance.
This role requires a confident, commercially minded leader who can bring clarity, structure, and innovation to a well-established team. You'll be instrumental in implementing robust training frameworks, enhancing team capability, and navigating the more complex aspects of team leadership with professionalism and empathy.
Key responsibilities include:
Leading, coaching, and developing the Customer Experience team.
Managing the Customer Support and Customer Care Managers.
Driving employee engagement, retention, and structured development.
Defining and executing the customer experience strategy aligned with business goals.
Owning service KPIs, SLAs, and response time targets.
Implementing performance frameworks and delivering actionable insights.
Overseeing end-to-end customer journey improvements.
Leading strategic initiatives to streamline workflows and scale service delivery.
Collaborating cross-functionally with Sales, Operations, Procurement, and IT.
Resolving high-level customer escalations with professionalism and speed.
What you'll need to succeed:
We're looking for a resilient, results-driven leader with a passion for delivering outstanding customer experiences. You'll bring:
5+ years in a senior customer service or customer success leadership role.
Proven success in leading large, multi-functional teams.
A direct and confident leadership style, with the ability to inspire and challenge constructively.
Strong commercial awareness and strategic thinking.
Experience implementing training and development frameworks.
Transformation programme experience and a change-agent mindset.
Excellent communication, interpersonal, and conflict resolution skills.
Proficiency in ERP/CRM systems, Excel, and performance dashboards.
About you:
Inspirational and hands-on leadership style.
Comfortable navigating complex team dynamics and driving accountability.
Strategic thinker with operational execution skills.
Committed to transparency, continuous improvement, and team empowerment.
Success in This Role Will Look Like:
A step-change in customer experience quality and responsiveness.
A high-performing, motivated team with clear direction and purpose.
Consistently green KPIs and measurable improvements in SLAs.
A proactive, data-led culture of continuous improvement.
Elevated customer satisfaction, retention, and brand reputation.
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