Head of Customer Success
- london, england, United Kingdom
- £110 - £150 Per Hour
Job Description
Head of Customer Success - SaaS HealthTech - NHS
- Based in London 2-3 days per week with genuine flexibility
- 27 Days Annual Leave, health cash plan, enhanced family leave, work from anywhere scheme and strong L&D investment
This is a senior customer success role with real commercial weight. You'll take ownership of a well-established team with a current customer base of £15M ARR, shape how customer success drives revenue and play a visible role in a business moving steadily towards profitability.
There are sensible family-friendly policies and the freedom to focus on outcomes rather than presenteeism. It is a role for someone who enjoys building structure, leading people and being close to the numbers.
You’ll have experience building Customer Success functions from the ground up and transforming established ones, refining strategy and implementing direction.
What You’ll Be Doing
- Leading and developing a team of customer success professionals with clear ownership of retention and expansion revenue
- Setting and refining customer success strategy, turning it into repeatable processes that deliver measurable value
- Working closely with sales, product and marketing to improve the end-to-end customer experience
- Managing senior client relationships and stepping in where commercial or delivery risk sits
What You’ll Need to Bring
- Proven leadership experience in a B2B SaaS environment, managing teams of five or more
- A commercial mindset with a track record of driving retention, renewals and upsell
- Experience scaling or maturing a customer success function, not just running BAU
- Confidence working cross-functionally and managing upwards with credibility
Who They Are
The business is a growing B2B SaaS company with a clear plan for sustainable profitability.
They operate in a competitive market and win by delivering genuine value to their customers, not noise. Customer success sits at the centre of their commercial strategy and this role has real influence on how the business evolves.
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