Head of Customer Success

7 days ago

Guildford, Surrey, United Kingdom CD Recruitment Full time

Location: Guildford, Surrey - Hybrid

Salary: £70k base + 20% Annual Bonus

This market-leading SaaS provider is scaling rapidly and investing in a world-class customer experience. They are now looking for a dynamic Head of Customer Success to lead its growing post-sales function.

This is a high-impact, strategic role where you'll align cross-functional revenue teams, champion customer outcomes, and play a pivotal role in scaling the business to the next stage of growth.

Why Join?

  • Join one of the UK's most trusted SaaS providers for the healthcare sector.
  • Lead a high-performing team focused on customer retention, satisfaction, and revenue expansion.
  • Help shape and scale a critical function in a business with a strong customer-first ethos.
  • Work closely with Sales, Product, and Operations to ensure alignment and exceptional customer outcomes.

The Role

As Head of Customer Success, you'll lead PCS's customer success strategy and operations. You'll oversee the full post-sale lifecycle - from onboarding through to renewal and expansion.

This is a cross-functional leadership role focused on retention, operational excellence, and customer-led growth. You'll build scalable processes, leverage data for continuous improvement, and act as a strategic partner to both clients and internal stakeholders.

Key Responsibilities:

  • Customer Strategy & Leadership- Lead and develop a high-performing Customer Success team, fostering a culture of ownership, accountability, and customer-first thinking.
  • Revenue Optimisation- Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by identifying expansion opportunities, managing risk, and supporting upsell/cross-sell initiatives.
  • Customer Engagement & Relationship Management- Oversee onboarding and adoption processes, ensuring smooth handovers from Sales.
  • Operational Excellence & Process Optimisation- Refine and optimise the end-to-end customer journey through automation and scalable processes.
  • Data & Insights- Leverage CRM and Customer Success platforms (e.g. HubSpot, Gainsight, ChurnZero) to deliver real-time visibility into customer performance.

What Does Success Look Like? You successfully align customer success with business goals, reduce churn, improve expansion revenue, and deliver a customer experience that drives advocacy, satisfaction, and long-term retention.

Who We're Looking For:

  • 5+ years' experience in Customer Success, Account Management, or Customer Operations within SaaS.
  • Proven track record managing large, diverse customer bases - including SMBs and enterprise accounts.
  • Deep understanding of SaaS KPIs and customer lifecycle metrics.
  • Strong leadership skills and experience managing cross-functional / growing teams.
  • Highly analytical and data-driven, with proficiency in CRM, CS tools, and BI platforms (e.g. HubSpot, Gainsight, Power BI, Tableau).
  • Excellent stakeholder engagement and communication skills.

Note: Due to high application volumes, if you have not been contacted within 7 days, please assume your application was unsuccessful.

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