Head of Customer Success

Established SaaS business with a globally recognised platform and an exceptional customer base. Trusted by enterprise organisations across highly complex and security-conscious environments. Strong growth trajectory with significant expansion plans and a product suite evolving rapidly.

The Opportunity This is a pivotal hire to lead a fundamental shift in how the business approaches Customer Success . Right now, the function is heavily transactional. The opportunity is to build something far more strategic, embedding a culture centred around customer value, engagement, and long-term growth.

You’ll take ownership of a broad and diverse customer base, working closely with a team of Account Managers to redefine how accounts are segmented, managed, and grown. This includes introducing a more intelligent approach to customer prioritisation, focusing on propensity to spend, not just current value, and building scalable playbooks across high-touch, low-touch, and automated engagement. You’ll work with key accounts, support expansion opportunities, and play a central role in driving adoption of new product releases, with a clear mandate to increase retention and unlock significant untapped revenue across the existing base.

This is a role for someone who wants to build, challenge, and elevate! The Ideal Candidate Proven experience in Customer Success or Account Management leadership within a SaaS or technology-led business Strong commercial mindset, comfortable owning retention, expansion, and account growth metrics Experience managing or influencing teams responsible for large, diverse account bases Background in sales or commercially driven environments is highly valuable Confident challenging stakeholders and driving change at leadership levelNaturally curious and analytical, asks the right questions and looks beyond surface-level data Comfortable working in fast-moving, evolving environments where structure needs to be built High drive, ambition, and continuous improvement mindset Experience in technically complex or enterprise environment is valuable. Experience within Cybersec or related industries is highly desirable.

The Package £75k–£85k base salary plus a 20% variable.Remote-first (UK-based) with occasional travel (UK & international) 25 days holiday + increases with service #J-18808-Ljbffr