Head of Customer Success

Hire Intelligence is seeking an experienced and strategic Head of Customer Success to build, lead, and scale our Customer Success function. This is an exciting opportunity for someone who has successfully established high-performing Customer Success teams, developed scalable processes and created a customer-centric culture that drives long-term retention and growth.

• Develop and execute the Customer Success strategy to drive customer satisfaction, retention, and revenue growth.
• Ensuring your team have a robust understanding of recruitment, job boards, media and recruitment strategies
• Build, hire, train, and scale a high-performing Customer Success team aligned with the company's growth objectives.
• Design and implement onboarding programmes, training materials, playbooks, and best practices to ensure consistency and excellence across the team.
• Coach, mentor, and develop Customer Success Managers, fostering a culture of continuous learning and high performance.
• Establish scalable processes, workflows, and customer engagement strategies that support business growth.
• Define, monitor, and optimise key customer success metrics, including customer health, retention, adoption, and satisfaction.
• Collaborate closely with Sales, Product and development teams to ensure customer feedback influences product development and service improvements.
• Proactively identify customer risks and opportunities, ensuring timely issue resolution and long-term customer success.
• Continuously evaluate team performance, identify areas for improvement, and implement initiatives to increase efficiency and customer outcomes.
• Ability to lead the team through selling to technology, SaaS, HR technology, or digital advertising sectors.
• Play an active role in the sales process, leading by example and driving media sales.
• Be dedicated point of contact for Job boards and media channels

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years' experience in Customer Success, Account Management, or a similar customer-facing leadership role.
• Proven experience building, developing, and scaling Customer Success teams in a growing organisation.
• Extensive experience in Recruitment, Job Board, Programmatic market and recruitment strategy
• Demonstrated experience creating training programmes, onboarding documentation, playbooks, and operational processes.
• Strong leadership, coaching, and people development skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with experience using customer success metrics and data to drive strategic decisions.
• Strong problem-solving, organisational, and conflict resolution skills.

If you're passionate about building world-class Customer Success and creating exceptional customer experiences at scale, we'd love to hear from you.