Head of Customer Success

About Us

Prep Kitchen is the fastest-growing meal prep company in the UK, ranked in The Sunday Times Hundred list two years in a row — #27 in 2024 and featured again in 2025 as one of the UK’s top 100 fastest-growing private companies. We deliver convenient, healthy, and delicious meals nationwide, powered by high-quality ingredients, diverse menu options, and a dedication to exceptional customer service. We’re also proud to be named one of the Sunday Times Best Places to Work 2025, a reflection of the culture and care we build from the inside out. We’re growing fast - but always with purpose, and we’re committed to welcoming the very best into the PK crew: those who bring talent, heart, and the drive to make a real impact.

Job Overview/Summary

We’re looking for a Head of Customer Success to lead our growing team of Customer Service Advisors. This is a strategic and hands-on leadership role focused on delivering exceptional service, enhancing customer loyalty, and driving customer satisfaction across all touchpoints. You’ll be responsible for shaping the customer journey, scaling the customer success function, and turning feedback into business improvement.

Main Duties and Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Service Advisor
• Own the end-to-end customer experience, ensuring timely, empathetic, and solution-focused service
• Drive measurable improvements in customer retention, targeting monthly churn reduction with continuous improvement, and maintain our high NPS score while achieving CSAT ≥90%
• Build scalable processes and systems to support business growth
• Collaborate cross-functionally with Operations, Marketing, Product, and Tech teams to ensure customer feedback informs business decisions
• Oversee customer communication across all channels: email, live chat, phone, and social media
• Handle escalated queries and resolve complex issues with a customer-first approach
• Introduce new and manage existing automation, self-service tools, and knowledge bases to drive efficiency
• Deliver monthly voice-of-customer reports to product and growth teams, and launch ≥1 cross-functional initiative per month based on customer success insights
• Represent the voice of the customer within the leadership team
• Maintain world-class service standards: average first response time ≤2 hours and ≥95% of support tickets resolved within 24 hours
• Drive customer expansion and advocacy initiatives, targeting significant YoY growth in upsells/cross-sells from existing customers
• Establish systematic customer health scoring and at-risk customer identification processes
• Publish at least one customer case study or success story per month to build advocacy

To thrive in this role, you’ll be expected to:

• Service Excellence: First response time ≤2 hours, 95%+ tickets resolved within 24 hours, CSAT ≥90%
• Retention & Growth: Monthly churn reduction, maintain high NPS score, customer lifetime value growth
• Revenue Impact: Significant YoY growth in expansion revenue from existing customers
• Team Performance: High team engagement (≥8/10), rapid onboarding, documented processes
• Cross-functional Impact: Monthly customer insights reports, quarterly product/marketing improvements driven by CS feedback

About You

• Proven experience in a customer success, support, or service leadership role (ideally in D2C, Ecommerce, or subscription-based businesses)
• Passionate about creating outstanding customer experiences
• A confident people manager who thrives on developing talent and fostering team culture
• Strategic thinker with a hands-on approach and ability to work in a fast-paced, scale-up environment
• Experience with CRM platforms (e.g., Zendesk, Gorgias, HubSpot)
• Data-driven and comfortable making decisions based on insights and KPIs
• Naturally empathetic and resilient, with excellent communication skills
• Experience driving customer expansion revenue through upsells, cross-sells, and retention strategies
• Track record of building customer advocacy programs (referrals, reviews, case studies, community initiatives)
• Experience implementing customer health scoring and churn prediction models
• Proven ability to collaborate cross-functionally and influence product/growth roadmaps through customer insights

Accommodations

At Prep Kitchen, we celebrate the unique qualities that each individual brings to the workplace. We are committed to fostering an inclusive and diverse environment where everyone feels valued and supported. We encourage applications from individuals of all backgrounds, as we believe that diverse perspectives drive innovation and contribute to the success of our team. We are dedicated to providing equal opportunities and creating a workplace where everyone can thrive and contribute to our collective growth.