Head of Customer Success (B2B) | £80-120k + Bonus | AI-SaaS Start-Up | Hybrid (Remote work + Domestic Travel)
This company was created by a group of superstar tech Founders to help enterprises adopt and apply the most relevant AI tools, across all levels and disciplines within their business. It’s a platform that builds real AI capability, while giving the enterprise visibility and oversight.
This role focusses on customer onboarding and early adoption, because after the value is understood by a few, it will quickly spread to the many.
The challenge is to identify and understand the adoption blockers, then design strategies and delver programs to overcome them.
To figure this out, you’ll be in the weeds, engaging with customers at all levels, from FTSE board down, driving change, delivering training and other initiatives. You’ll then scale this capability, building a team.
The role is remote based (London area ideal) and will involve extensive (mostly UK) travel to meet customers, although this will reduce as adoption scales.
The Head of Customer Success will:
* Design programmes that produce measurable behaviour change, not just satisfaction scores
* Build the pedagogical backbone: how we teach, why, and what we refuse to do
* Develop instruments that prove change actually happened: pre/post diagnostics, embedded practice, manager-observed outcomes
* Stay current on adult learning science and apply it without dogma
* Run discovery with senior sponsors to understand the real adoption blockers, not just the stated ones
* Design rollout approaches that account for resistance, capability gaps, and organisational politics
* Coach internal champions and middle managers, who are usually the actual point of failure
* Turn each engagement into a case study of measurable change
* Host monthly webinars. You’ll be on camera, live, building an audience
* Deliver flagship sessions in front of executive audiences
* Run pre-sale conversations alongside the founders and convert them
* Be the human that senior clients trust enough to call when things get hard
* Own a number. Programme revenue, expansion within accounts, webinar-to-pipeline conversion
* Spot expansion opportunities inside every account you touch and act on them
* Feed pricing, packaging, and positioning signal back to the leadership team
* Treat every workshop as both an outcome and a sales motion. The two are not in tension
Candidates for the Head of Customer Success must be/have
* Experience in a customer success type function for a B2B software vendor, system integrator or consultancy.
* Expert at understanding causes of user behaviour and designing strategies that drive adoption and engagement, overcoming blockers.
* Customer facing - able to influence at FTSE board level and deliver presentations or training to large numbers, in-person and online.
* A strong implementer with a bias for action, build the plane while flying.
* A strong interest in AI, someone who uses it and understands where it’s going and what this means.