Customer Success Team Manager
Develop
Greater London
Location
Greater London, England
Head of Customer Success
Location: Hybrid London (23 days per week)
Salary: £80,000£90,000 + uncapped commission
An exciting opportunity has arisen for an experienced Head of Customer Success to join a high-growth B2B SaaS business during a pivotal stage of its growth journey.
This is a strategic leadership role where you'll own the Customer Success function, leading a team of Customer Success Managers while driving customer retention, product adoption, renewals and revenue growth.
Working closely with the Head of Revenue and wider leadership team, you'll build scalable Customer Success processes, improve operational performance and use customer data to reduce churn and maximise customer lifetime value.
Responsibilities- Lead and develop a team of Customer Success Managers across Strategic, Scale and Partnership accounts.
- Own Customer Success strategy across onboarding, adoption, renewals and expansion.
- Drive improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Net MRR Churn and customer engagement.
- Build customer segmentation, health scoring, success playbooks and renewal frameworks.
- Analyse customer usage data to identify churn risks and increase product adoption.
- Forecast renewals and expansion opportunities across the customer portfolio.
- Act as th...