Head of Customer Success

Company Description

The Influence Room is a platform where brands and their advocates exchange passion without money. It fosters authentic connections by allowing advocates to create engaging brand content in exchange for products and experiences. This model promotes consumer trust and loyalty through genuine content that drives tangible results, rewarding both brands and influencers for being true to themselves.

The Head of Customer Success is responsible for leading the Customer Success function to drive client value, retention, growth, and advocacy across the customer lifecycle. This role owns the post-sale customer experience strategy, ensuring clients achieve measurable ROI from The Influence Room while maximising renewals, expansion revenue, and long-term partnerships.

You will lead and develop the Customer Success team, establish scalable processes, and work cross-functionally with Sales, Product, Marketing, and Operations to ensure customer feedback directly informs business strategy and product evolution.

This is a commercially focused leadership role with ownership of retention targets, customer revenue growth, and client satisfaction metrics.

• Define and execute the Customer Success strategy to drive retention, growth, and customer value across the lifecycle.
• Lead, develop, and scale the Customer Success team, creating a high-performance, customer-centric culture.
• Own renewal, retention, and expansion revenue targets, reporting on these metrics weekly.
• Personally manage a small portfolio of high-value and strategic client relationships, acting as a senior point of contact and ensuring strong commercial outcomes.
• Maintain and develop scalable customer journeys, onboarding frameworks, success plans, and engagement models across segments.
• Ensure strategic oversight of key client relationships across the wider team, acting as an executive sponsor where required.
• Use data and customer insights to identify risks, opportunities, and areas to improve adoption, performance, and ROI.
• Act as the voice of the customer internally, influencing product roadmap, pricing, and business strategy.
• Implement best-practice processes, reporting frameworks, and success metrics to improve efficiency and outcomes.
• Collaborate cross-functionally with Sales, Product, Marketing and Finance, to optimise the customer experience.
• Support pre-sales positioning, onboarding experiences, and customer advocacy initiatives, including case studies and testimonials.

• Strong commercial acumen, negotiation and relationship building with experience owning revenue or renewal targets.
• Experience scaling Customer Success teams and processes.
• Data-driven mindset with strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.
• Ability to operate strategically while remaining hands-on when needed.
• Experience in SaaS, marketing technology, or influencer marketing is advantageous.

• Achievement through renewals and revenue targets.
• Volume and quality of renewals and repurchases.

• 24 days annual leave + your birthday off
• Pension
• Private medical (after 1 year of service)
• Macbook
• Company mobile phone
• Cycle to work scheme
• Flexible working hours