The Role: Head of Customer Success
Location: Hybrid - regular London office presence
Salary: £70,000–£75,000 + excellent benefits
Sector: Customer / Hospitality /Sustainability
I am very excited to have partnered with this purpose-led organisation, focused on tackling climate impact within the food and hospitality sector. We are looking for a Head of Customer Success to lead delivery across a growing client portfolio. My client works with leading hospitality businesses across the UK to address one of the largest contributors to carbon emissions—food and drink. Through a combination of collaborative initiatives and tailored advisory services, it supports organisations on their journey to net zero, from measurement through to implementation.
This is a high-impact leadership role with significant exposure to senior stakeholders across the sector, offering the opportunity to shape both client outcomes and internal delivery capability.
The Role:
The Head of Customer Success will take full ownership of customer delivery, ensuring all engagements are executed to a high standard, on time, and within scope. Acting as the senior escalation point for clients, you will lead on complex engagements while building scalable delivery frameworks to support growth.
You will work cross-functionally with commercial and product teams, ensuring a seamless client journey from initial engagement through to delivery, while embedding operational excellence across. You will be a true team player, setting others up for success and appreciating that journey.
Key Responsibilities:
- Own end-to-end delivery across all client engagements, ensuring quality, timelines, and customer satisfaction
- Act as senior client lead and escalation point, engaging confidently at board level
- Develop and implement scalable delivery processes, frameworks, and playbooks
- Drive operational efficiency across workflows, resourcing, and delivery tools
- Lead, coach, and develop a team of analysts and consultants, fostering high performance and continuous improvement
- Establish and maintain robust quality assurance and governance processes
- Partner with commercial teams to align customer needs with delivery outcomes
- Collaborate with product teams to inform service and platform development
- Oversee financial performance of delivery, including budget management, margin protection, and scope control
All about you:
You bring proven experience leading customer success or delivery within a consultancy or professional services environment, with a strong track record of managing complex client projects from initiation through to successful completion. You have built and scaled teams, providing effective coaching and performance management to drive high standards. You’ll be confident working with delivery and operations, focussing on process improvement and the use of CRM or project delivery tools. Ideally you will have some exposure to, or be deeply passionate about, sustainability, ESG, or carbon-related services.
In your locker:
- Strong leadership and team development capability
- Evidence of scaling a business – we want zero to hero proof
- Excellent stakeholder management and communication skills
- Highly organised with the ability to manage multiple priorities in fast-paced / hospitality environments
- Commercial awareness with a focus on delivery, quality and profitability
- Collaborative approach across product, sales, and leadership teams
- Passion for sustainability and driving meaningful environmental impact
- Understanding of net zero frameworks and decarbonisation challenges – or be a quick learner!
This is an opportunity to join a mission-driven organisation at a pivotal stage of growth, playing a key role in delivering measurable environmental impact across a major UK industry.
To be considered send your CV to sheila@corecruitment.com
To view all our vacancies, go to, www.corecruitment.com
You must be able to live and work in the UK without restriction.