Head of Customer Success

About Searchland

Searchland is an innovative PropTech company in the B2B SaaS sector dedicated to revolutionizing access to property data. We serve a wide range of clients including developers, land agents, architects, and planners by delivering real-time insights that enable smarter decisions in land acquisition and development. Over six years, we've built an advanced UK property data platform integrating thousands of sources and processing massive data volumes with near real-time updates.

Role Overview

We are seeking a Head of Customer Success to lead and expand our Customer Success function. This role transcends team management to include setting strategic direction, operational models, and commercial benchmarks to drive customer retention, growth, and advocacy. You will oversee onboarding, adoption, renewal, and expansion processes with accountability for key metrics like Gross Revenue Retention and product utilization.

You will develop tiering models, playbooks, and health frameworks to ensure consistent and predictable customer success outcomes. Acting as the senior voice for customers within the company, you'll partner closely with Sales, Product, and Marketing teams, managing strategic accounts personally and reporting to leadership.

Key Responsibilities

• Define and own the Customer Success strategy, including operating models, customer segmentation and tiering, engagement standards, and resource coverage ratios.
• Create and implement structured playbooks covering onboarding, adoption, health monitoring, renewals, and expansions to move from ad hoc to repeatable, data-driven processes.
• Manage KPI frameworks, reporting rhythms, and CS tooling to transform health and usage metrics into actionable insights.
• Maintain full responsibility for retention metrics such as Gross Revenue Retention and product usage, including renewal forecast accuracy and commercial discipline in risk assessment.
• Drive expansion initiatives with clear contribution targets and use portfolio analytics to identify churn risks and adoption gaps, taking strategic actions.
• Serve as the escalation point for high-risk or sensitive accounts to protect retention and brand reputation.
• Represent Customer Success in leadership discussions with evidence-based insights on retention and growth.
• Foster senior customer relationships and advocate for strategic accounts externally.
• Collaborate cross-functionally with Sales, Product, Marketing, and Finance to ensure customer success aligns with commercial objectives.
• Build, lead, and inspire a Customer Success team fostering accountability, high standards, and strong morale even under pressure.

Required Qualifications & Experience

• Eligible to work in the UK without sponsorship.
• Significant experience in Customer Success leadership within B2B SaaS environments, managing teams and retention/expansion metrics.
• Proven track record driving improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and other churn metrics.
• Experience with both SMB and Enterprise SaaS markets.
• Strong expertise in developing or evolving Customer Success processes—playbooks, health scoring, tiering, renewal frameworks.
• Commercially savvy, comfortable managing forecasts, negotiating renewals, and handling complex commercial discussions.
• Data-driven mindset with ability to analyze usage and customer portfolio data to guide strategic decisions.
• Credible interpersonal skills engaging senior internal and external stakeholders.
• Leadership style emphasizing coaching and talent development to elevate team capabilities.

Preferred Qualifications

• Experience with PropTech, data platforms, or SaaS products focused on technical or data-centric features.

Interview Process

• Initial interview with People Team.
• Commercial assessment and interview with Senior Customer Success leadership.
• Final discussion with company founders.

Benefits and Culture

• Generous paid time off totaling 37 days including birthday and Christmas shutdown.
• Hybrid work model with 2-3 days onsite in London; equipment provided for remote work.
• £500 annual professional development fund for courses and conferences.
• Comprehensive health coverage including physical, dental, and mental wellness via Vitality private healthcare.
• Supportive culture with regular social events, monthly free lunches, and team activities.
• Transparent salary structures, career progression frameworks, and a salary sacrifice pension scheme.

Inclusion Commitment

We strive to foster a welcoming and diverse workplace where everyone is valued and empowered. Applications are encouraged from all backgrounds and circumstances. We provide accommodations throughout recruitment as needed.