Head of Customer Success
Location: Remote or Office based
Salary: £65,000
Reports to: Chief Business Development Officer
About the Company
Our client is a fast growing SaaS business providing innovative solutions to property professionals, focused on improving property presentation and compliance.
Their platform offers tools such as image enhancement, virtual editing, and compliance features, alongside a marketplace connecting clients with professional photographers offering video, drone and 360 tour services.
With a rapidly expanding subscriber base, the business is scaling significantly over the next three years, creating an exciting opportunity for a senior Customer Success leader to shape and build this function.
Role Overview
The Head of Customer Success will lead and scale the Customer Success function, ensuring customers see value, remain engaged, and continue to grow with the platform.
This is a senior leadership role responsible for team development, customer strategy, onboarding, retention, and revenue contribution. You will play a key role in building the infrastructure, processes and team needed to support significant growth.
Key Objectives
• Drive customer adoption, satisfaction, retention and expansion
• Own customer segmentation and onboarding journeys
• Lead and develop a growing Customer Success team
• Deliver proactive account management across key clients
• Collaborate with sales, product and marketing teams
• Contribute to revenue growth through upsell and retention
• Build scalable processes to support rapid business growth
Key Responsibilities
Leadership & Team Growth
• Build, lead and develop a high performing Customer Success team
• Mentor and support Customer Success Managers
• Create a culture focused on performance, accountability and customer outcomes
Customer Strategy & Delivery
• Own onboarding, adoption and retention strategies
• Develop playbooks and scalable customer journeys
• Deliver proactive account management across mid market and enterprise clients
• Lead customer reviews and ongoing engagement strategies
Revenue & Growth
• Work closely with sales and product teams to drive upsell opportunities
• Support trial to paid conversion and user engagement
• Contribute directly to retention and revenue growth
Operational Excellence
• Design and implement scalable processes and systems
• Create onboarding resources, product guides and customer content
• Ensure a consistent and high quality customer experience
Collaboration
• Partner with product and sales teams on launches and rollouts
• Provide feedback, insights and customer data to the wider business
• Support go to market execution across key products
Performance & Data
• Own and track key metrics including retention, churn, NPS and customer satisfaction
• Use data to inform strategy and demonstrate impact
Experience Required
• Proven experience in a senior Customer Success role within SaaS
• Strong leadership and team management experience
• Experience building onboarding, retention and adoption strategies
• Commercial awareness with a track record of driving revenue growth
• Strong stakeholder management and communication skills
• Experience with CRM and customer success tools
• Strategic mindset with the ability to execute and scale
Personal Attributes
• Customer first mindset
• Highly organised and process driven
• Commercial and results focused
• Strong problem solving ability
• Comfortable working in a fast growth environment
INDSNR