Head of Customer Success
We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.
* Salary:DOE
* Duration:Full time, permanent
* Location:Ireland or the UK
* Department:Operations
This is an exciting opportunity to build and support a developing team. The ideal candidate will possess excellent leadership skills, a good understanding of our platforms and customer bases, and the ability to work to targets.
Key Responsibilities:
* Build, lead, and mentor a team of Customer Success Managers (CSMs).
* Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
* Act as an escalation point for customers for customer concerns and issues when needed and appropriate.
* Achieve upsell targets via re-contracting, pricing uplifts and identifying cross-sell opportunities.
* Ensure the re-contracting process is effective and efficient for all customers
* Own key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and churn/retention rates.
* Collaborate cross-functionally with Sales, Product, Marketing, and Support to align customer needs with business goals.
* Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
* Serve as the voice of the customer within the organisation, providing insights to help shape product development and strategy.
* Oversee onboarding, training, and support processes to ensure a seamless and consistent customer experience.
* Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
* Regularly present updates and insights to executive leadership and stakeholders.
Required Skills and Experience:
1. Leadership & People Management
2. Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
3. Strong coaching and development skills.
4. Strategic Thinking
5. Ability to design and execute long-term customer success strategies aligned with company goals.
6. Experience setting KPIs and using metrics to drive performance and improvements.
7. Customer-Centric Mindset
8. Deep understanding of customer needs, behaviours, and how to drive value throughout the customer lifecycle.
9. Commitment to delivering exceptional experiences and building trusted relationships.
10. Communication & Interpersonal Skills
11. Exceptional verbal and written communication skills, including the ability to present to executives and clients.
12. High emotional intelligence and conflict resolution abilities.
13. Data Analysis & Decision-Making
14. Proficiency in using data and customer feedback to inform decisions and improve processes.
15. Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.
16. Cross-Functional Collaboration
17. Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.
18. Process Development & Optimisation
19. Skilled in designing scalable processes for onboarding, adoption, and renewal.
20. Familiarity with customer journey mapping and lifecycle management.
21. Target-driven
22. Ability to work to and exceed targets.
Required Experience:
* Experience in managing Customer Success, Account Management, or Client Services.
* Proven success in B2B SaaS or technology-driven environments.
* Experience managing a customer portfolio with enterprise and/or mid-market clients.
* Demonstrated ability to reduce churn, increase customer lifetime value, and drive upsell/renewal outcomes.
Job Type: Full-time
Benefits:
* Company events
* Cycle to work scheme
* Enhanced maternity leave
* Health & wellbeing programme
* On-site parking
* Sick pay
Experience:
* Customer relationship management: 5 years (required)
Work authorisation:
* United Kingdom (required)
Willingness to travel:
* 25% (required)
Work Location: Hybrid remote in Rotherham
Reference ID: hcs