Head of Customer Success

Head of Customer Success - Warrington – Hybrid 3 days - £80,000

We are supporting a growing SaaS business in the search for a Head of Customer Success to lead retention, adoption, and customer growth across a £9.3m ARR customer base.

This role will lead a team across Customer Success and onboarding, building a scalable, data-driven customer function focused on customer outcomes, revenue retention, and long-term growth.

Key Responsibilities

• Define and deliver the Customer Success strategy aligned to business goals
• Own GRR and NRR performance across the customer base
• Lead and develop a team of 12 across Customer Success and onboarding
• Own the full customer lifecycle from onboarding through to renewal
• Reduce churn through proactive customer engagement and risk management
• Partner with Sales, Product, and Support teams to improve customer outcomes
• Drive upsell and cross-sell opportunities alongside commercial teams
• Implement scalable processes, reporting, and customer health metrics
• Act as executive sponsor for key customer accounts

What They’re Looking For

• Proven leadership experience within a SaaS Customer Success environment
• Strong track record of improving retention and driving revenue growth
• Experience managing teams of 8–15 people
• Background managing £5m–£15m ARR customer portfolios
• Commercially focused with ownership of retention and growth metrics
  
  Strong stakeholder management and customer‑facing leadership skills
• Data‑driven mindset with experience building scalable CS processes

Key Metrics

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction
• Customer adoption and engagement
• Time to Value