Head of Customer Success Warrington - Hybrid 3 days onsite
We are supporting a growing SaaS business in the search for a Head of Customer Success to lead retention, adoption, and customer growth across a £9.3m ARR customer base.
This role will lead a team across Customer Success and onboarding, building a scalable, data-driven customer function focused on customer outcomes, revenue retention, and long-term growth.
Any additional information you require for this job can be found in the below text Make sure to read thoroughly, then apply.
Key Responsibilities
* Define and deliver the Customer Success strategy aligned to business goals
* Own GRR and NRR performance across the customer base
* Lead and develop a team of 12 across Customer Success and onboarding
* Own the full customer lifecycle from onboarding through to renewal
* Reduce churn through proactive customer engagement and risk management
* Partner with Sales, Product, and Support teams to improve customer outcomes
* Drive upsell and cross-sell opportunities alongside commercial teams
* Implement scalable processes, reporting, and customer health metrics
* Act as executive sponsor for key customer accounts
What They're Looking For
* Proven leadership experience within a SaaS Customer Success environment
* Strong track record of improving retention and driving revenue growth
* Experience managing teams of 8-15 people
* Background managing xsngvjr £5m-£15m ARR customer portfolios
* Commercially focused with ownership of retention and growth metrics
* Strong stakeholder management and customer-facing leadership skills
* Data-driven mindset with experience building scalable CS processes
Key Metrics
* Gross Revenue Retention (GRR)
* Net Revenue Retention (NRR)
* Customer Satisfaction
* Customer adoption and engagement
* Time to Value