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Head of Customer Success

4 months ago

London, United Kingdom Walker Lovell Full time

We are seeking a Head of Customer Success to lead and evolve our team during a pivotal time for the business. This is an exciting opportunity to transform and advance the team, ensuring it is best in class and fit for purpose for the coming years.


This is an 8 month FTC due to start September/October.


Key Responsibilities:


Team Management:


  • Lead and manage a global team of Customer Success Managers and Executives.
  • Attract and recruit high-potential individuals.
  • Foster team collaboration and development through regular coaching and training.
  • Ensure efficient teamwork with Sales, Adoption, and other departments.
  • Regularly review SLA’s and ensure access to accurate usage data for decision making.


Customer Success Strategy:


  • Design and evolve our customer success strategy to enhance the customer journey for strategic customers.
  • Reduce churn, increase renewal rates, and encourage growth through up-sell and cross-sell opportunities.
  • Drive new business growth through customer advocacy and reference-ability.
  • Maintain thorough documentation of customer success processes.
  • Develop tools and techniques to enhance customer experience during the lifecycle.
  • Manage strategic customer feedback processes to improve overall customer journey.


Our client is committed to promoting diversity and inclusion in all aspects of the recruitment process. They are committed to providing equal opportunities for all candidates, regardless of their race, ethnicity, gender, age, religion, sexual orientation, or any other characteristic.