Head of Customer Success

Location: Leeds (Hybrid). Our office address is:
Consort House, 12 South Parade, Leeds, LS1 5QS
.

We offer a flexible hybrid working approach, allowing a balance between home and office-based work. For this role, you’ll be required to attend the Leeds office approximately 1 day per month (more during the first few weeks for onboarding and so you can get to know the team!)

This role requires regular in-person meetings and event attendance. Broadly speaking, we would suggest the requirement will be to have in the region of 3 to 4 nights away per month.

Salary: £65,000 – £80,000 per annum, dependent on experience, plus the possibility for paid overtime

Hours of Work: Full-time: 40 hrs P/W. Our standard working day is 8 hours excluding lunch break, but our flexible working policy provides employees with the flexibility they need to balance their work and personal lives.

Annual Leave: 30 days including bank holidays (flexible up to 35 days with pro-rata salary reduction). An additional annual leave loyalty scheme kicks in after the first full year of employment.

Pension: Employer: 3% Employee: 5% (gross)

Final date to receive applications: November 16th, 2026

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This is an exceptional opportunity for an experienced Head of Customer Success to take the next step in their career and join Vepple at a pivotal stage in the company’s growth journey.

Vepple is an enterprise SaaS platform operating within the Higher Education sector, helping universities to recruit students through personalised virtual experiences, guided tours, interactive maps and events. The platform plays a central role in our university partners’ recruitment strategies and is regarded by many institutions as an essential student engagement tool (see video in the full job spec).

With a focus on experiential storytelling and digital engagement, Vepple enables prospective students to experience the atmosphere and culture of a university from anywhere in the world and at any stage of the recruitment journey. By creating emotional connection, increasing engagement and supporting informed decision-making, Vepple helps universities strengthen recruitment performance and improve student conversion outcomes.

We are looking for a commercially minded and relationship-driven Head of Customer Success (HoCS) to lead our Customer Success function. Accountability and day-to-day responsibility for Customer Success currently sit with our CEO; this accountability and responsibility will transfer to the successful candidate, who will then report to the CEO.

This is a hands‑on leadership role. You will be accountable for the commercial performance of the function, leading renewal and expansion negotiations and maintaining accurate forecasting, while building genuine, trusted relationships with senior university stakeholders. We are looking for someone commercially astute, capable of running a well‑maintained upgrade pipeline in Hub Spot, from opportunity through to delivery, combined with the emotional intelligence to grow accounts through partnership rather than a sales‑led approach.

Universities respond to people who help them reach their recruitment goals, not to pressure, and we want someone who instils that approach across the team.

You will manage our Customer Success Coordinator, who handles the administrative backbone of the function, including quoting, invoicing, renewal reminders and scheduling. You will also manage our Customer Success Manager (CSM). At the point of writing, we have 38 customer accounts; you will split these accounts with the CSM, most likely with the…