Head of Customer Success United Kingdom

Salary Range - £85,000 - £105,000
The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base.

Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation.

Salary Range - £85,000 - £105,000
The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base.

Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation.

Core Duties

• Lead and manage the Customer Success team, driving performance, engagement, and development
• Define and execute the Customer Success strategy aligned to revenue and growth objectives
• Oversee customer onboarding, adoption, retention, and growth initiatives
• Act as an escalation point for key customer issues
• Drive customer advocacy and contribute to expanding customer relationships

• Develop and implement a comprehensive Customer Success strategy to improve satisfaction, retention, and growth
• Set and track key KPIs including retention, adoption, NPS, pipeline growth, and expansion revenue
• Oversee onboarding processes to ensure successful implementation and early value delivery
• Create and embed adoption strategies to increase usage of key product features and modules
• Identify and mitigate churn risks through proactive customer engagement
• Build strong relationships with customer stakeholders, including executive sponsors
• Collaborate with Sales, Marketing, and Product to drive upsell and cross‑sell opportunities
• Champion the voice of the customer internally to influence product and business decisions
• Lead Customer Success alignment with Revenue Function goals (acquisition, onboarding, growth, retention)
• Apply EOS (Traction) principles in line with Leadership and Senior Management Teams

• CRM and customer lifecycle management tools
• AI driven customer success intelligence tools
• Reporting and analytics tools (e.g. NPS, usage data)
• Internal collaboration and communication tools

• Lead and develop the Customer Success team (including hiring, onboarding, performance management, and coaching)
• Work closely with the Chief Revenue Officer on strategy and performance
• Partner with Sales, Marketing, Product, and other revenue teams
• Engage directly with customers and key stakeholders
• Collaborate with Leadership and Senior Management Teams to drive alignment

• Experienced in Customer Success leadership roles within a B2B SaaS environment
• Strong experience in customer retention, growth, and driving product adoption
• Experience managing teams (including hiring, coaching, and performance management)
• Understanding of customer success metrics (NPS, churn, expansion, adoption)
• ACA / ACCA / CPA / CA qualification (or equivalent)
• Experience with in accounting, tax, or audit software (Desirable)
• Experience in technology adoption and implementation (Desirable)
• Project management experience (Desirable)

• Customer‑centric and outcomes‑focused
• Proactive with a strong ownership mindset
• Driven to achieve growth and performance targets
• Positive, resilient, and adaptable in a fast‑paced environment

• Excellent stakeholder management and relationship‑building skills
• Strong leadership, coaching, and mentoring ability
• Confident communicator across all levels, including senior stakeholders
• Ability to influence cross‑functional teams and drive alignment

• Strong…