Head of Customer Success

Overview

This is a remote UK-based leadership opportunity with a partner employer in the technology sector. The role is designed for a customer success leader who can create and scale a modern customer experience function that drives adoption, retention, expansion, and long-term value.

The position calls for someone who is both strategic and hands-on: able to build operating models, coach teams, shape cross-functional collaboration, and turn customer insight into repeatable systems. The focus goes well beyond traditional support, with an emphasis on creating a growth-oriented partnership for customers.

You will have substantial influence over how the customer success organization is structured and scaled, and your work will directly affect customer outcomes and business growth.

Accountabilities

• Design and roll out the customer success operating model, including customer segmentation, coverage approaches, account planning, health scoring, review cadences, renewal handling, and repeatable customer programs.
• Lead, mentor, and develop the customer success team by setting expectations, lifting performance, and fostering accountability and ongoing improvement.
• Own strategic customer relationships by ensuring major accounts have clear goals, adoption plans, stakeholder alignment, risk awareness, and expansion opportunities.
• Enable customer success managers to act as trusted growth advisors who can understand customer businesses, uncover opportunities, and recommend effective solutions.
• Build strong working relationships across customer success, technical teams, support, sales, product, and advisory functions to improve the customer journey.
• Convert recurring customer issues and insights into reusable tools such as playbooks, training content, documentation, and internal workflows.
• Define, track, and improve customer success measures tied to adoption, account health, retention, expansion, and overall business impact.
• Stay closely involved with customers and internal teams by joining strategic discussions, reviewing account plans, and helping solve complex problems.

Requirements

• At least 8 years of experience in customer success, account management, customer growth, strategic consulting, revenue roles, or similar customer-facing leadership positions.
• At least 4 years of experience leading and scaling teams that work directly with customers.
• Demonstrated success in improving retention, expansion, adoption, account health, or revenue outcomes.
• Strong background in building customer success frameworks such as segmentation models, account planning processes, health-scoring systems, and renewal strategies.
• Comfort engaging with executives, founders, product leaders, technical specialists, and broader business stakeholders.
• Solid commercial judgement, with the ability to create customer value, spot expansion potential, manage stakeholders, and contribute to business impact.
• Technical fluency and the ability to work effectively in a product-led or developer-oriented environment.
• Strong analytical capability, with the ability to use customer, product, and revenue data to prioritize work.
• Excellent written communication skills and experience collaborating in remote, asynchronous setups.
• A proactive, high-ownership mindset with strong decision-making skills and the ability to build practical systems without unnecessary complexity.
• Preferred background includes mobile apps, subscription models, marketplaces, gaming, consumer technology, or other growth-focused products.
• Additional advantage if you have scaled customer success during rapid growth, handled both high-touch and scaled programs, partnered across technical and commercial functions, or used customer insight to shape product and business decisions.

Benefits

• Competitive pay package that includes equity participation.
• Fully remote working setup with flexibility.
• Chance to influence the direction of a fast-growing technology company.
• High-autonomy position with strong input into strategy, process design, and team growth.
• Recommended annual leave of 4–5 weeks to support overall wellbeing.
• Budget provided for workspace setup.
• Annual learning and development allowance for professional growth.
• Opportunity to collaborate with talented international teams across several regions.
• The chance to build a customer success function that has a direct effect on customer growth and business results.

Additional Information

This opportunity is posted through a partner hiring process. The partner company handles applications and all next steps, while the role itself is for a Head of Customer Success based in the United Kingdom.

The hiring workflow uses AI-assisted matching to review applications quickly and fairly against the role’s core requirements. A shortlist is shared with the hiring company, and their internal team manages interviews, assessments, and final selection.

By applying, candidates acknowledge that personal data may be processed for assessment and shared with the employer under applicable data protection laws, including GDPR. The process may involve AI tools to support parts of screening, but human judgment remains part of the decision-making process. Applicants may request information about data processing and exercise relevant rights such as access, correction, deletion, or objection.