Description
At System C, we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We're looking for a Head of Customer Success to lead a proactive, value-led customer success strategy that increases adoption, strengthens retention, and builds advocacy - even when priorities shift and the environment is fast-moving and complex.
What you'll be doing
You'll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints. You'll lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.
Key responsibilities
* Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
* Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
* Lead and develop teams with clear accountability, performance standards and coaching.
* Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes).
* Own and improve customer satisfaction metrics (including NPS) and feedback loops.
* Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
* Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.
What we're looking for
* Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
* Strong track record improving engagement, retention and customer satisfaction.
* Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
* Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).
If you're motivated by customer outcomes and thrive in ambiguity, apply today.
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