Head of Customer Success

Location

London

Full time

Hybrid

Customer Success

We are looking for a Head of Customer Success to play a pivotal role in shaping how Definely delivers value to customers as the business continues to scale. This is a senior role with significant scope to influence both commercial outcomes and how our technology is adopted and embedded by enterprise customers.

You will be responsible for defining what great Customer Success looks like at Definely, from how we measure success and understand customer health, to how we drive long-term retention, expansion, and advocacy. The role offers a rare opportunity to build foundations that will have a lasting impact on the company, its customers, and how the business grows.

This is an exciting moment to join us, with the chance to make a meaningful contribution at a critical stage of our growth and to shape a function that sits at the heart of the company’s long‑term success.

• Own core Customer Success outcomes, including gross revenue retention and net revenue retention

• Design and implement a scalable Customer Success operating model, including customer segmentation, adoption and engagement strategies, and lifecycle definitions

• Define and own customer health frameworks, success metrics, and reporting, creating a single source of truth for customer risk and opportunity

• Build and implement the Customer Success tech stack, selecting and embedding systems such as Gainsight, Churn Zero, or similar

• Partner closely with future Account Management in a split model, designing clear ownership, handoffs, building joint account plans and shared incentives to deliver a seamless customer experience

• Ensure Customer Success plays a proactive role in identifying expansion opportunities and surfacing customer pain points

• Map and continuously improve the end to end customer journey, from onboarding to renewal

• Act as a senior voice of the customer internally, using data and insight to influence Product and Engineering priorities

• Develop customer advocacy programmes, including references, case studies, and long term champions

• Contribute to the long term design of the Customer Success organisation, including future team structure, roles, and capabilities

• Significant experience leading or building Customer Success functions in B2B SaaS, with a clear track record of scaling through systems, data, and process

• Experience working with enterprise customers and high value ACVs

• Strong understanding of customer segmentation, including high touch and one to many models

• Proven ownership of retention and expansion metrics, with confidence being accountable for numbers

• Experience operating within a split CS and Account Management model, including designing incentives and handoffs

• A data led mindset, comfortable defining metrics, building dashboards, and using insight to drive decisions

• Strong cross functional influence, able to partner effectively with Sales, Product, Engineering, and Support

• Experience in mature or regulated industries, where trust, reliability, and long term relationships matter

• 💰 Competitive salary & annual bonus

• 📈Share options

• 🎉 Quarterly team socials & annual company offsite

• 🏠 Hybrid working + 🌍 1 month “work from anywhere”

• 🏖️ 25 days holiday + bank holidays

• 🎂 Take your birthday off

• 📚 £750 annual learning & development budget

• 🩺 Private healthcare (incl. dental & optical)

• 👶 Enhanced parental leave

• 🚲 Additional perks:
  Cycle to Work, Workplace Nursery salary sacrifice scheme, and top-quality equipment

Definely is revolutionising how legal professionals access and understand information in complex documents. Our Legal Tech solutions integrate directly into legal workflows, enabling teams to draft, review, and interpret contracts more efficiently, without breaking focus.

We’re proud to be recognised among the Top 25 in Deloitte’s UK Technology Fast 50 and backed by Revaia, Microsoft, Google, and Octopus Ventures. Trusted by top firms like A&O Shearman, Dentons, Deloitte, and Barclays, we’re building tools that empower legal teams to work smarter and reduce risk.

At Definely, you’ll be part…