Head of Customer Success

HEAD OF CUSTOMER SUCCESS (WORLDWIDE)

Reports to: CEO | Quedgeley, Gloucestershire (Hybrid) | Full-time, Permanent

Avantis Education is the team behind ClassVR, Eduverse and Thrive, immersive learning technologies used in classrooms across more than 90 countries and winners of the King’s Award for Enterprise. Our devices are in schools and districts worldwide, and we are now looking for a Head of Customer Success (CS) to ensure every one of those customers gets lasting value from them.

This is a senior, CEO-facing role with a clear commercial mandate to take complete ownership of customer success from initial onboarding through to retention, with a focus on driving device usage and deepening engagement at every stage. You will be a process builder as much as a people person. Someone who can design and embed the systems that make great customer outcomes happen consistently and at scale. You’ll work closely with Sales, Product and Finance, lead a growing CS team and act as the internal champion for customer outcomes across the business.

What you’ll do

• Own and improve the customer onboarding journey, tracking who’s yet to complete it and making sure no customer is left behind
• Continuously improve CS processes across the full customer lifecycle; onboarding, adoption, health monitoring, renewal and expansion
• Build and maintain dashboards and reporting that give real-time visibility of customer health, engagement and revenue risk
• Maintain and enhance our CRM (Zoho) to keep data capture, health scoring and opportunity tracking accurate
• Set and track KPIs for engagement, onboarding and retention across the CS function
• Develop proactive engagement strategies that deepen customer relationships and reduce churn risk
• Act as the escalation point for complex or at-risk accounts, resolving issues with sound commercial judgement
• Support customer advocacy programmes, identifying reference customers and case study opportunities
• Advise the Senior Leadership Team on customer health, retention risk and growth opportunity
• Collaborate with Finance, Marketing and Product to align revenue functions and feed customer insight into the roadmap
• Lead, coach and develop a high-performing CS team, with regular 1:1s and performance reviews

What you’ll bring

• Significant experience leading a CS function, ideally in SaaS or hybrid hardware/software EdTech
• A track record of improving onboarding, driving product or device adoption, and increasing retention
• Strong CRM skills (Zoho or HubSpot), with confidence using customer health scoring and data visualisation tools
• Experience working cross-functionally with Sales, Product and Finance
• Exceptional stakeholder and communication skills, from team level to the boardroom

What you’ll get

• A senior leadership role reporting directly to the CEO, with genuine influence over customer strategy worldwide
• The opportunity to shape how schools and districts across 90+ countries get lasting value from our products
• Competitive salary and benefits, reviewed regularly
• Flexible, hybrid working