Head of Customer Success

Our Future Health is building products and services that enable researchers to use one of the world’s most significant health research resources. As our researcher offering grows, so does the importance of providing an outstanding experience to the organisations and researchers we work with.

We’re looking for a Head of Customer Success to lead and evolve how we support our customers across our researcher-facing products and services.

This is a senior, highly cross-functional role with the opportunity to shape what great customer success looks like at Our Future Health. You’ll work with customers across life sciences, academia and SMEs
, ensuring they get maximum value from working with us while helping us build products, services and experiences that respond to their needs.

You’ll combine customer leadership, commercial thinking and operational excellence
, using data and insight to improve satisfaction, strengthen relationships and support retention, growth and revenue.

You’ll own our overall approach to customer success, bringing together teams and activities across the organisation to create a joined-up and consistently high-quality customer experience.

You will:

• Develop and lead our customer success strategy
  , ensuring it supports our wider product, commercial and organisational goals.
• Own customer success KPIs and SLAs
  , using data and insight to understand performance, identify issues and drive measurable improvements.
• Create proactive and scalable approaches to customer onboarding, engagement, support and issue resolution
  , identifying and addressing challenges before they become barriers for customers.
• Build and lead our Customer Success team
  , while providing matrix leadership across other teams contributing to the customer experience.
• Work closely with operational teams to create joined-up workflows and seamless customer journeys across our researcher products and services.
• Establish consistent approaches to customer and partner relationship management
  , ensuring systems and processes are embedded effectively across teams.
• Work with Product and Technology colleagues to improve digital customer support
  , including identifying opportunities to use AI to make our customer experience more responsive and scalable.
• Act as a strong voice of the customer
  , bringing together insight from Customer Success, User Research, Product, Insights and Business Development and translating it into clear priorities and improvements.
• Partner with Product teams to identify and prioritise capabilities that will improve customer satisfaction and make it easier for researchers to work with us.
• Bring a strong commercial lens to customer relationships, contributing to pipeline discussions, forecasting, retention, growth and revenue realisation
  .
• Work alongside Business Development and Commercial colleagues to support effective contract execution and delivery against statements of work.
• Identify opportunities to build shared capabilities, consistent processes and common standards for customer success and external relationship management across the organisation.
• Ensure our approach continues to evolve as our products, services and customer base grow.

We’re looking for an experienced customer success leader who is comfortable operating in a complex environment and can move confidently between strategy, customer relationships and operational delivery.

You’ll bring:

• Significant experience leading and developing customer success functions
  , ideally within a complex, scaling or highly regulated organisation.
• A strong commercial mindset
  , with experience using customer success to contribute to retention, renewals, growth and revenue attainment.
• Experience working with complex products or services and supporting customers whose needs may differ significantly across organisations or market segments.
• Experience with in research, science, health, life sciences or another technically complex environment would be highly valuable. Experience working with Trusted Research Environments or research data platforms would be particularly beneficial.
• A track record of turning customer data, feedback and insight into measurable improvements in…