Customer Success Manager

Job Title: Head of Customer Success

Location: London: Hybrid working pattern

Company Overview:CloudScope recruitment are delighted to be working in partnership with a rapidly growing SaaS company specializing in rec-tech. Our client prides themselves on providing innovative and impactful solutions that transform how their clients achieve success. With a team-driven approach to innovation and customer-centricity, our client is expanding their focus on ensuring clients not only achieve but exceed their desired outcomes. To support continued growth, they’re seeking an experienced Head of Customer Success to lead the customer success team and champion an outstanding client experience.

Role Overview:As the Head of Customer Success, you will own the post-sale customer journey, from onboarding through renewal and expansion. You will be responsible for building and leading a team that drives client satisfaction, engagement, and retention while continually optimizing processes to support the growing customer base. This is a leadership role that will collaborate closely with Product, Sales, and Marketing to align the customer success strategies with business goals, shaping a customer success culture that values impact, efficiency, and proactive problem-solving.

Key Responsibilities:

• Leadership & Strategy:
  • Define and implement the Customer Success vision and strategy, ensuring alignment with overall business objectives.
  • Hire, lead, mentor, and inspire a high-performing customer success team.
  • Develop a data-driven approach to customer success, utilizing metrics such as NPS, churn, and expansion revenue to inform strategy.
• Customer Journey Management:
  • Oversee customer onboarding, engagement, adoption, and renewal processes to drive positive customer outcomes and satisfaction.
  • Design and implement a scalable framework for proactive account management, ensuring we address customer needs before they become challenges.
  • Build processes that support high-growth scaling, ensuring efficiency and alignment across the customer journey.
• Customer Advocacy & Relationship Building:
  • Act as a trusted advisor to key clients, helping them maximize the value from our solutions.
  • Foster relationships with top-tier customers to ensure long-term partnerships and identify new revenue opportunities.
  • Champion customer feedback internally, driving cross-departmental initiatives to address pain points and optimize the customer experience.
• Revenue Growth & Retention:
  • Drive customer retention, reducing churn and identifying opportunities for expansion and upsell.
  • Collaborate closely with Sales and Marketing to establish a cohesive approach to account growth and renewal strategies.
  • Own and manage key metrics such as Customer Lifetime Value, Retention Rate, and Customer Health Scores.
• Process Improvement & Technology Implementation:
  • Continuously improve customer success processes, identifying and implementing tools that enhance the team’s productivity and effectiveness.
  • Partner with Product teams to ensure customer feedback informs roadmap development and prioritization.
  • Leverage data and insights to streamline operations, deliver improved customer outcomes, and provide a world-class experience.

Requirements:

• 8+ years of experience in customer success, account management, or a similar client-facing role, preferably in a SaaS or fast-paced tech environment.
• Proven track record of developing and scaling high-performing teams.
• Strong leadership skills with experience driving a customer-centric culture.
• Exceptional communication, relationship-building, and problem-solving skills.
• Analytical mindset with proficiency in utilizing metrics and data to drive decision-making and measure success.
• Demonstrated ability to collaborate cross-functionally with Product, Sales, Marketing, and Operations.
• Passion for customer advocacy and a proactive approach to customer success management.