Head of Customer Success

Head of Customer Success
Location: Manchester
Work location: Hybrid
Salary: Up to £85k
We’re looking for an experienced Customer Success leader to shape the future of a growing SaaS business at a pivotal stage of scale.
This is an opportunity to lead and evolve a high-performing Customer Success function across onboarding, adoption, enablement and customer care. You’ll play a key role in defining how customers experience our platform, ensuring they achieve measurable outcomes while building a team culture centred around accountability, growth and innovation.
You’ll inherit a strong foundation, but this role is about much more than maintaining the status quo. Over the next 12–18 months, the Customer Success function will evolve significantly, and you’ll be instrumental in designing that future operating model, developing talent and creating scalable processes that support long-term growth.
We’re looking for someone who combines strong commercial awareness with people-first leadership. Someone who enjoys coaching teams, building capability and using data, technology and AI to improve both customer outcomes and operational performance.
What you’ll be doing
You’ll lead and develop a multidisciplinary Customer Success team, creating a culture where people feel supported, challenged and empowered to deliver exceptional customer experiences. From mentoring managers and building progression frameworks to driving engagement and succession planning, you’ll ensure the team is set up for long-term success.
Alongside people leadership, you’ll own customer adoption and retention across the customer base. You’ll help shape customer health strategies, strengthen onboarding and engagement approaches, and work closely with Sales, Product and Engineering to ensure customers realise maximum value from the platform.
Operationally, you’ll focus on creating scalable and efficient ways of working. You’ll introduce clear playbooks, improve systems and processes, and identify opportunities where AI and automation can enhance productivity, insight and service quality.
You’ll also be a key voice within the leadership team, translating business objectives into a clear Customer Success roadmap and providing meaningful reporting around adoption, customer health, retention and team performance.
What we’re looking for
You’ll likely bring experience leading Customer Success or customer-facing SaaS teams within a scaling technology business, along with a track record of building high-performing teams and improving customer retention.
You’ll be commercially minded, highly collaborative and comfortable operating strategically while still staying close to operational detail. Experience introducing scalable processes, driving adoption initiatives and embedding data-led decision making will be important.
We’re also looking for someone excited by the opportunity to embrace AI-enabled ways of working and help teams build confidence using modern tools and technologies as part of everyday customer engagement.
Why this role?
This is a genuine opportunity to shape the future of Customer Success within a growing SaaS organisation where your influence will be visible across the business. You’ll have the autonomy to build, improve and lead, while working alongside ambitious teams committed to innovation, collaboration and customer value.
If you’re passionate about developing people, improving customer outcomes and building scalable, high-performing functions, we’d love to hear from you.
We welcome diverse applicants and are dedicated to treating all applicants with dignity and respect, regardless of background