Head of Customer Success (London)

Overview

As Head of Customer Success, you will build and lead a new retention-focused function to protect and grow Fresha’s revenue. You’ll oversee a small global team within a larger CX group, shaping end-to-end processes and performance metrics. You’ll work with Commercial, Product, Marketing, and Analytics to scale a high-performing retention engine and strengthen partner relationships. This role offers high impact in a fast-growing, unicorn-scale SaaS company and a clear path to influence revenue outcomes. You’ll join a mission-driven, inclusive culture focused on rapid growth and cross-functional collaboration.

Pay / Benefits

• competitive base + commission
• Company Benefits
• London office-based role
• global impact and growth opportunities

Responsibilities

• Build and operationalise a global churn prevention function with workflows and playbooks
• Lead and coach a 5–6 person team across regions (UK, US remote, Australia, Kosovo)
• Handle escalations and complex partner deals to prevent major accounts from leaving
• Leverage HubSpot, Twilio, and internal data platforms to automate churn-prevention workflows
• Collaborate with Product and Analytics to identify churn drivers and fix platform issues
• Develop deep product expertise to tailor solutions for partners across Fresha’s features
• Expand regional coverage to scale the retention function across languages and territories

Key requirements

• SaaS industry experience in fast-paced, high-growth B2B environments
• Proven ability to build operational frameworks and manage daily KPIs
• Strong commercial acumen and data-driven decision making
• Analytical mindset with ability to translate metrics into actions
• Leadership experience with team-building in ambiguous environments
• Excellent communication and coaching skills with senior stakeholders

• Strong leadership and people development
• Effective communication with senior stakeholders
• Commercial acumen and problem-solving
• HubSpot
• Twilio
• internal data platforms

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