Head of Customer Success

Location

Leeds (Hybrid). Our office address is:
Consort House, 12 South Parade, Leeds, LS1 5QS
. A flexible hybrid approach; required to attend Leeds office approximately 2 days per month.

In‑person meetings and event attendance required; about 3‑4 nights away per month.

£60,000 – £70,000 per annum, dependent on experience, plus OTE £10,000 and possibility for paid overtime.

Full‑time: 40 hours per week. Standard day 8 hours excluding lunch break; flexible working policy available.

30 days including bank holidays, flexible up to 35 days with pro‑rata salary reduction. Additional loyalty scheme after first full year.

Employer:

3% Employee: 5% (gross).

June 22, 2026.

This Head of Customer Success role leads the Customer Success function at Vepple, reporting to the CEO. The incumbent is responsible for retention, renewals and expansion across the university portfolio, combining commercial accountability, strategic partnership building and team development.

Customer Success Manager vacancy. Apply for the role that best fits your experience.

• Run the department day‑to‑day and build it as the company grows.
• Accountable for commercial performance, renewal and expansion negotiations, accurate forecasting.
• Manage the Customer Success Coordinator; recruit, onboard and develop a Customer Success Manager.
• Maintain relationships with senior university stakeholders and internal teams.
• Lead renewal and expansion pipeline in Hub Spot; drive account growth through partnership.
• Develop processes, partnership strategies and define Customer Success at Vepple.
• Balance account load with strategic focus as the team expands.

Essential

• Commercially astute: run expansion pipeline, negotiate renewals and expansions.
• Interpret customer data, demonstrate ROI, communicate commercial insights.
• Stakeholder management and influencing skills at senior and internal levels.
• Experience working cross‑functionally with Product, Sales, Marketing and Operations.
• Strong understanding of CRM (Hub Spot), customer success platforms and reporting tools.
• Strategic thinking, commercial awareness, problem‑solving.
• Excellent communication, presentation and relationship building.
• Operational and leadership skills.
• Leadership and coaching capability to develop a high‑performing team.
• Passion for customer experience, digital innovation, Higher Education.

Desirable

• Understanding of student recruitment cycles and Higher Education marketing.
• Understanding GDPR implications for digital products and customer data.
• Understanding of accessibility, inclusivity and digital experience best practice.
• Operating effectively in a scaling, fast‑evolving business.

Essential

• Demonstrated Head of Customer Success level experience or senior CRM role with equivalent responsibilities.
• Autonomous running of Customer Success function.
• Experience in SaaS, EdTech or subscription businesses.
• Managing and growing strategic customer relationships at director level.
• Track record of delivering renewal and expansion targets.
• Strong SaaS customer success methodology knowledge.
• Improved customer retention, renewal rates, satisfaction metrics.
• Leading and developing high‑performing customer‑facing teams.
• Contributing to product strategy and customer‑led innovation.
• Commercial acumen for customer growth and long‑term value.
• Experience in subscription‑based revenue models.

Desirable

• Experience in a small or scale‑up environment.
• Scaling Customer Success functions within a growing business.
• Building success processes, reporting frameworks, health methodologies.
• Instilling CRM and pipeline discipline across a team.
• Line managing Customer Success or account management professionals.
• Understanding UK university recruitment challenges.
• Experience in immersive technology or virtual experience platforms.
• Presenting at industry events, conferences or thought leadership forums.

• Inquisitive, insight‑driven, seeking new solutions.
• Enthusiastic about Higher Education, digital engagement, recruitment landscape.
• Positive, proactive, solution‑focused, thriving in collaborative environment.
• Aligned with Vepple’s culture, values and collaborative way of working.

We will use your data to process your application, meet legal obligations and manage the recruitment process. We share data only with relevant parties involved in recruitment and will not use it for marketing or employment purposes outside Vepple. For more information, visit our website.

The successful candidate must have permission to work in the UK by the start of employment.