Head of Customer Success

Head of Customer Success (HF1303002)Is this the role you are looking for If so read on for more details, and make sure to apply today.Join to apply for the Head of Customer Success (HF1303002) role at Apprentify.Flourish are recruiting on behalf of our client in Manchester and the North West for a head of customer success and account management.The BusinessOur client is a fast-growing SaaS business providing Cloud POS, an end‑to‑end retail system designed specifically for independent retailers in the Cycle, Equestrian, and Outdoor sectors. Their platform brings together EPOS, Stock Control, Ecommerce, Supplier Data, Payments, Reporting and more—helping retailers streamline operations, improve customer experience, and grow sustainably.The RoleThey are looking for a Head of Account Management & Customer Success to lead and develop their growing Customer Success function. The team currently consists of 8 colleagues across three sub‑departments: Account Management, SEO, and DMS, split over two locations, so experience managing distributed teams is essential.This role is both hands‑on and strategic. You will focus on coaching and developing the team while also retaining a small portfolio of accounts to stay close to customer needs. You will translate company goals into clear actions, drive customer outcomes, improve processes, and play a visible role in supporting the adoption of our SaaS platform across the UK and internationally. You will report directly to the Business Development Director and will collaborate closely with teams across the business to strengthen customer relationships, retention, and long‑term success. You’ll also sit on the leadership team, helping shape strategic company decisions alongside heads of department.Key ResponsibilitiesLead, coach, and develop an 8‑person Customer Success teamTranslate company strategy into clear departmental goals and deliverablesOversee Account Management, SEO, and Digital Marketing Campaign performanceManage customer escalations and support the team with complex issuesMaintain a small portfolio of accounts to stay connected to customer needsIdentify opportunities for upsell, cross‑sell, and increased adoption of Cloud POSMonitor KPIs and provide regular reportingCollaborate with other departments to ensure a seamless customer journeyImprove processes to maximise efficiency and customer outcomesDemonstrate and promote the core values: curiosity, empathy, creativity, problem‑solving, coachability, and commercial thinkingKey Skills and ExperienceProven management experience—must be able to coach, develop, and motivate a teamExperience managing teams across multiple locationsIdeally experienced in SaaS, retail technology, or digital servicesStrong background in Customer Success, Account Management, or similar client‑facing roleCommercial awareness with a track record in retention and revenue growthExcellent xpwpeyx communication, problem‑solving, and stakeholder management skillsAnalytical and data‑driven, with the ability to act on insightsAble to balance operational work with strategic leadershipWilling and able to travel internationally when requiredSuccess Measures You Will Be Assessed AgainstCustomer retention and satisfactionRevenue growth through upsell and cross‑sellSEO and Shopping Campaign performanceTeam development and engagementAchievement of company objectives through Customer SuccessGrowth of international customer revenues (USA, Canada, Australia, Ireland, Europe)Seniority levelDirectorEmployment typeFull‑timeJob functionOtherIndustriesEducation Administration Programs#J-18808-Ljbffr