Join one of the North's fastest-growing tech companies.
Force24 is one of the UK’s fastest-growing marketing automation platforms. In what is a really exciting time for our business, this opportunity will see the chosen candidate lead our Customer Success team.
We help organisations across sectors including automotive, travel, attractions, recruitment, and more turn their marketing into a revenue engine, through a combination of tech, people and AI. We’re looking for a Head of Customer Success to take ownership of the post-sale customer experience and build it into a strategic growth function. This isn’t a reactive support role, it’s a commercial leadership position where you’ll directly influence retention, expansion revenue, and how quickly our customers get to value.
You’ll report directly to our CRO and lead a team of six, with the mandate to reduce churn, increase platform adoption, and turn our customers into our biggest competitive advantage.
WHAT YOU’LL DO
* Own customer retention. Build a systematic, data-driven approach to reducing churn — from early warning health scores to proactive intervention playbooks.
* Drive platform adoption. Design the framework that gets customers from onboarding to full platform utilisation faster, with clear adoption milestones tied to business outcomes.
* Deliver a revenue growth plan. Identify and execute upsell and cross-sell opportunities across the customer base, contributing directly to Net Revenue Retention targets.
* Get customers to value quickly. Champion our “Getting to Value” programme, ensuring every customer sees tangible results in their first 90 days.
* Be the voice of the customer. Work across Sales, Marketing, Operations, and Product to ensure customer insight shapes our roadmap, our messaging, and our processes.
* Build and lead the team. Develop a high-performing CS team with clear KPIs, career pathways, and a culture focused on outcomes, not just activity.
WHO YOU ARE
* You’ve led Customer Success in a B2B SaaS business and have a track record of measurably reducing churn and growing NRR.
* You think in systems and build repeatable processes, not one-off heroics. Health scoring, playbooks, and adoption frameworks are second nature.
* You’re commercially sharp. You understand how customer outcomes connect to revenue and you can articulate value in the language of the boardroom.
* You’ve managed and developed CS teams of 5+ people, building cultures where people grow and deliver.
* You thrive cross-functionally and have built strong working relationships with Sales, Marketing, and Product teams.
* You’re data-driven but people-first. Dashboards inform your decisions, but relationships drive your results.
BONUS POINTS IF...
* You’ve worked in marketing automation, martech, or a related SaaS category.
* You know the UK mid-market - the pace, the pragmatism, the decision-making.
* You’ve operated across vertical markets (automotive, travel, leisure, recruitment are our sweet spots).
* You’re familiar with value-based qualification frameworks like MEDDIC, POMRICED, or similar.
This is a hyrid role, based in Leeds but with flexible working. The salary is competive based on experience,
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