Head of Customer Success
📍 London (Hybrid – 3 days in office)
💰 Up to £100,000
🗓 Start: Q1 2026 We’re partnering with a fast-growing, award-winning SaaS business in the ecommerce / retail tech space to hire a Head of Customer Success. This is a high-impact leadership role for someone who wants to take an established CS function and elevate it into a scalable, best-in-class engine.
You’ll lead a small but high-performing Customer Success team (with plans to grow), own the full customer lifecycle, and build the structure, rhythm and culture that ensures customers achieve measurable, long-term value. This role offers genuine scope to shape the function, influence product direction, and play a key role in the next stage of company growth. What you’ll be doing
- Define CS targets, KPIs and success metrics so the team has clear direction and focus
- Own customer data and performance insights to drive decision-making and improve outcomes
- Build a clear, repeatable upsell and expansion engine, partnering closely with Sales
- Lead, coach and develop the Customer Success team, creating a positive, high-performing culture
- Design and optimise the end-to-end customer journey, with strong onboarding and activation
- Manage and strengthen relationships across SMB to enterprise customers, reducing churn and driving retention
- Act as the voice of the customer, working closely with Product and Engineering on roadmap decisions
- Improve CS processes, tooling and automation to support scale
- Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment
- Strong background managing complex client relationships, renewals, churn prevention and account growth
- Comfortable building structure where needed: lifecycle management, playbooks, reporting, KPIs and tooling
- Data-driven, with the ability to turn insights into action
- Confident partnering cross-functionally with Product, Engineering and Sales
- Technically confident and quick to pick up new platforms
- An excellent communicator: clear, calm, credible and trusted
- Highly organised and able to juggle multiple priorities
- Experience in ecommerce, logistics, retail tech or carrier-led environments is a bonus, not essential
- A genuine passion for people leadership, coaching and team development
- HubSpot
- Jira & Confluence
- Google Workspace
- Slack
- Figma
This is a hybrid role, with a minimum of 3 days per week in the London office. Face-to-face collaboration is important as the business continues to scale. What’s in it for you
- 25 days holiday bank holidays, increasing to 30 days with service
- Enhanced paid parental leave
- Work Outside the Office (WOO) – up to 2 weeks per year
- Pension contribution
- A high-quality, central London office designed for collaboration and creativity
- Real influence, visibility and opportunity for long-term growth
Recommended Jobs
Band 6 General Radiographer Locum - Central London
Band 6 General Radiographer Locum – Central London Location: Central London Start Date: ASAP Duration: Ongoing Working Hours: 37.5 hours Pay Rate: £30.00 – £35.00 Days: Monda…
Year 3 Teacher - Independent School - Southwark - January...
Year 3 Teacher | Independent School | Southwark | January 2026 Start Are you a creative Year 3 Teacher ready to join a values-led Independent School in Southwark on a Full-Time basis from Ja…
Business Teacher - Independent School in Sutton
Are you an inspirational, dynamic and well-qualified Business Teacher seeking to join a successful faculty on a permanent basis? This impressive Independent School is looking for a Business Teacher…
Parking & Traffic Enforcement CCTV Review Officer - Technical
Job Category : Technical Job location: 255 – 259 High Road, Ilford, Greater London, IG1 1NN, Redbridge Council Hours per week: 37.50 Start date: Immediate start Salary: £25.00 per hour …
Receptionist
Job Details Receptionist, Fraser Hospitality 26823.68 Per Year, 40 Hours + Generous Company Benefits Permanent Contract Fraser Place Canary Wharf Frasers Hospitality, a member of Frasers Prop…
Senior Solution Architect - Endur
, United Kingdom Job Family Group: Information Technology (IT) Worker Type: Regular Posting Start Date: March 11, 2026 Business Unit: Experience Level: Experienced Professiona…
EYFS TA NEEDED IN HILLINGDON
Job Title: EYFS Teaching Assistant Location: West London, Greater London Salary: £20,500 – £22,500 FTE (pro-rata for part-time) Contract Type: Full-Time / Part-Time Considered Start Da…
F&B Supervisor
As an F&B Supervisor at The Cadogan you will join our fantastic F&B team who look after each other, our amazing property and our guests. If you are looking to develop your skills and be part of th…
A M S P r o d u c t i o n L e a d
Require a Senior Lead with good experience in leading AMS/Production support engagements with Insurance domain (London Lloyds Market) Years of experience needed - 8-10 years in service delivery, I…
.NET Developer, CMS, Sitecore, Optimizely
.NET Developer, CMS, Sitecore, Optimizely, Umbraco – Remote (Tech stack: .NET Developer, CMS, Sitecore, Optimizely, Umbraco, .NET 10.0, C# 14, Angular 21, Agile, Programmer, Full Stack Engineer, Ar…