Head of Customer Success

Overview

In this role you will establish and lead a new Global Customer Success function for a scaling tech company delivering managed IT and cyber security services. You will shape the operating model across EMEA, Americas and APAC, driving retention, expansion and value across the entire customer base. You’ll build scalable health scoring, playbooks and feedback loops, while acting as executive sponsor for key accounts. Collaborating with product and cross‑functional teams, you’ll turn customer insight into measurable outcomes and ensure teams are accountable for customer success. This is a strategic, hands‑on leadership role with a strong impact on company growth and customer outcomes.

Pay / Benefits

• Salary to 100k base + commission
• Hybrid London based
• Excellent career progression as the company scales

Responsibilities

• Establish and lead a new global Customer Success function with an operating model spanning multiple regions
• Define health scoring, success plans, customer reviews, playbooks and feedback loops
• Own company‑level customer outcomes, measuring maturity, service health, satisfaction and value
• Drive retention and expansion with data‑driven metrics and reporting
• Ensure smaller customers receive scalable, proactive experiences and not just dedicated account teams
• Act as executive sponsor for key customers and manage escalations when needed
• Collaborate with Engagement Management, Forward Deployment, Product and global technical teams to translate insights into requirements
• Turn ambiguous briefs into clear, actionable plans and maintain accountability across teams

Key requirements

• Significant experience leading Customer Success in technology services, managed services or enterprise SaaS
• Experience building CS teams and operating models from the ground up, across multiple regions
• Proven track record in retention and expansion with data‑driven metrics
• Comfort engaging with C‑suite stakeholders, conducting executive reviews and handling escalations
• Technically minded with solid understanding of IT and security operations
• Ability to design scalable health scoring, segmentation, playbooks and cadences
• Autonomous, structured and able to turn vague briefs into clear plans
• Thrives in fast‑paced, high‑growth environments with evolving priorities

• stakeholder management
• strategic thinking
• effective communication
• health scoring, segmentation, playbooks
• data‑driven metrics and reporting
• IT and security operations understanding

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