Head Of Customer Success Saas Itsm

Head of Customer Success London / WFH to £100k

Are you an experienced Customer Success Manager who would relish the opportunity to set up and establish a new Customer Success function for a scaling tech company?

You could be progressing your career at a rapidly scaling technology company that provides a fully managed IT service including cyber security.

As Head of Customer Success you'll help the business to reorganise around global, problem focused teams and follow-the-sun coverage, Customer Success will become the function responsible for looking across the entire customer base: measuring whether customers are getting better, identifying accounts at risk, driving retention and expansion and ensuring customer feedback directly influences the product roadmap.

You'll own customer outcomes at company level, defining how the business measures customer maturity, service health, satisfaction and value. You'll build the Customer Success team and operating model across EMEA, Americas and APAC, establishing health scoring, success plans, customer reviews, playbooks and feedback loops.

You'll also ensure smaller customers receive a proactive, scalable experience rather than relying on dedicated account teams, while personally acting as executive sponsor for key customers and stepping in when relationships are at risk.

Working closely with Engagement Management, Forward Deployment, Product and global technical teams, you'll turn customer insight into actionable requirements and ensure teams remain accountable for delivering outcomes.

Location / WFH:

You'll join the team in the London office three days a week with flexibility to work from home the other two days.

About you:

• You have significant experience leading Customer Success within technology services, managed services or enterprise SaaS
• You have experience of building Customer Success teams and operating models from the ground up, ideally across multiple regions
• You have a strong track record owning retention and expansion, supported by data-driven metrics and reporting
• You're confident engaging with C-suite stakeholders, managing executive reviews and complex escalations
• You're technically minded, with a strong understanding of IT and security operations
• You can build scalable health scoring, segmentation, playbooks and customer cadences
• You're able to work with a high level of autonomy, structured and comfortable turning an ambiguous brief into a clear plan
• You thrive in fast paced, high-growth environments where priorities and processes continue to evolve

What's in it for you:

• Salary to £100k base + commission
• Excellent career progression as the company scales

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