Head of Customer Success

We’re partnering with a successful and growing international EdTech business to recruit a Head of Customer Success to lead its global Customer Success function.
 
This is a senior leadership position with a strong commercial focus. You’ll take ownership of the customer journey across a worldwide customer base, leading the team responsible for onboarding, engagement, adoption, retention and ultimately ensuring customers are getting maximum value from the company’s technology.
 
Reporting directly to the CEO, you’ll have the opportunity to shape the future Customer Success strategy and build scalable processes that support continued international growth.

Job description

The role

You’ll lead and develop the Customer Success team while taking ownership of how customers are supported throughout their lifecycle.

Key areas of responsibility will include:

Leading, coaching and developing a high-performing Customer Success team
Improving onboarding and ensuring customers adopt and engage with the technology effectively
Developing scalable CS processes across onboarding, adoption, customer health, retention and expansion
Establishing and monitoring KPIs around engagement, usage, onboarding and retention
Using customer data and health metrics to identify risks and opportunities
Improving CRM, reporting and visibility across the customer base
Developing proactive strategies to increase engagement and reduce churn
Supporting complex and strategically important customer relationships
Working closely with Sales, Product, Marketing and Finance
Bringing customer insight into wider commercial and product strategy
Building a culture of accountability, customer focus and continuous improvement

Requirements

About you

We’re looking for an experienced Customer Success leader who combines strong people leadership with a commercial and data-driven approach.

You’ll ideally bring:

Significant experience leading a Customer Success function or team
Experience within EdTech, SaaS or a technology-led environment
A strong track record of improving customer onboarding, adoption, engagement and retention
Experience building and improving scalable Customer Success processes
Strong commercial awareness and an understanding of how Customer Success impacts retention and revenue
Confidence working with CRM systems, customer health metrics and reporting
Experience managing and developing high-performing teams
The ability to build strong relationships with senior and executive-level customers
Experience working cross-functionally with Sales, Product and other commercial teams
Exposure to international markets would be highly advantageous
Knowledge of the North American K-12 education market would be particularly valuable

Package

£80,000 – £90,000 base salary + bonus, alongside a competitive benefits package and flexible hybrid working.

This is a great opportunity for an established Customer Success leader who wants genuine ownership and influence within an international EdTech business. You’ll have the scope to shape strategy, develop the team and make a measurable impact on customer engagement, retention and growth.