Head of Customer Success

Our client is an established construction financial software business helping contractors gain greater control over project costs, procurement, budgets, forecasting and profitability.

Following its recent acquisition by a major European software group, the business is entering an exciting new phase. Significant investment is being made in the UK, with plans to expand the team and establish a UK office as the operation grows.

They are now looking for a Head of Customer Success to take ownership of the customer function and help build the infrastructure required to support that growth.

You’ll inherit an existing team of two Customer Success professionals, but the opportunity is considerably bigger than simply managing the current function.

You’ll own the complete customer lifecycle — from initial pilot and onboarding through adoption, support, retention, renewal and expansion.

This is a hands‑on leadership role. You’ll work closely with customers and your team while also developing the processes, structure and strategy needed to support a rapidly scaling business.

Your remit will include:

• Leading, coaching and developing the existing Customer Success team
• Building the function and team as the UK business expands
• Owning onboarding and ensuring customers achieve value quickly
• Driving adoption, retention and renewals
• Identifying expansion and upsell opportunities across the customer base
• Developing customer health measures and identifying at‑risk accounts
• Improving processes, training and customer communication
• Working closely with Sales and Product to ensure customer feedback drives improvement
• Helping shape the wider UK operation as investment and headcount increase

We’re looking for an established Customer Success leader who already understands the financial and commercial workflows of construction businesses
.

Experience with in generic SaaS or broad construction technology alone isn’t sufficient.

You should have worked with construction financial software, cost‑management platforms, contractor ERP or closely related solutions covering areas such as:

• Job costing
• Budget and cost control
• Procurement
• Committed versus actual costs
• Forecasting and CVR
• Project profitability
  
  Construction accounting/ERP

You’ll already have managed a customer‑facing team and be able to demonstrate measurable success around customer retention, adoption, expansion and service improvement.

Just as importantly, you’ll be comfortable building. This isn’t a large corporate CS function where everything has already been designed for you. You’ll have the autonomy to identify what needs improving, establish the processes and develop the team as the business grows.

For somebody who combines construction‑finance knowledge with genuine Customer Success leadership, this is a rare opportunity to join a proven software business at the beginning of a significant period of UK investment and expansion
.