Head of Customer Success - Hybrid Remote

About the Role

We are seeking a Head of Customer Success to join our team in a hybrid remote capacity. In this role, you will lead a proactive, value-driven customer success strategy aimed at enhancing customer adoption, retention, and advocacy across our diverse product offerings.

What You'll Do

• Shape and implement a consistent customer engagement framework across various product sets and customer segments, ensuring maximum value and high-quality experiences.
• Lead a high-performing Customer Success team, including Regional Service Delivery Managers, while acting as a senior escalation point.
• Collaborate closely with Support, Support Operations, Product, Account Management, Commercial, and Implementation teams to drive customer success initiatives.
• Own and deliver the Customer Success strategy aligned with our center for customer excellence.
• Build a structured engagement model that includes success planning, outcome tracking, service reviews, executive relationships, and advocacy.
• Utilize data-led insights to drive adoption and retention, employing dashboards and reporting frameworks to identify trends and themes.
• Enhance customer satisfaction metrics, including Net Promoter Score (NPS), and establish effective 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 with public sector expectations.

Requirements

• Proven leadership experience in Customer Success, Service Delivery, or Account Management within a software/SaaS environment.
• Strong track record of improving customer engagement, retention, and satisfaction.
• Ability to influence senior/executive levels and across functions, demonstrating integrity and constructive challenge.
• Comfortable operating in regulated/public sector environments, with a preference for experience in Healthcare, Social Care, or Education.
• Motivated by customer outcomes and able to thrive in ambiguous situations.

What We Offer

• Competitive salary ranging from £70,000 to £80,000 annually.
• Flexible hybrid working model allowing for remote work.
• Opportunities for professional development and career advancement.
• Supportive team environment focused on collaboration and success.
• Engagement with a diverse range of clients across the healthcare and education sectors.