Head of Customer Success
Job Description
We’re growing — and we’d love you to grow with us
\n
\n
As we scale our footprint in the global PropTech market, we are looking for a Head of Customer Success to lead, mentor, and scale our Customer Success organisation.
\n
\n
Reporting to the VP of Customer Services, you will manage a portfolio with global reach, instilling an agile, data-driven, and customer-obsessed culture. You are a strategic partner to the Head of Commercial, Product, and Marketing, responsible for ensuring that our customers don’t just use our technology, they unlock value from day one.
\n
\n
If you have 5+ years’ experience turning Customer Success functions into revenue-generating engines, and you thrive in a product-led environment, this could be the perfect role for you.
\n
\n
\n
What you’ll be doing
\n
\n
- \n
- Lead, Scale, and Mentor: Lead a team of Customer Success Managers, including managing the managers. You will foster an environment of high performance, autonomy, and continuous development.
- Architect of Operations: Build "best-in-class" playbooks and operating systems. You’ll be the master of the pivot, seamlessly shifting between high-level quarterly strategic planning and the tactical execution required for monthly goal attainment.
- Partner for Growth: Act as the strategic partner to the Head of Commercial. You will bridge the gap between "signed deal" and "active value," creating a high-energy, frictionless onboarding workflow that dramatically reduces time-to-value.
- Strategic Escalation Management: Serve as the final authority on key account escalations, turning potential churn risks into opportunities for deepened loyalty and account expansion.
- Influence the Product Roadmap: Act as the primary cross-functional bridge between Customer Success, Product, and Marketing. You will structure the voice of the customer to ensure our product evolution aligns with user needs.
- Network & Represent: Serve as a brand ambassador and networker at industry events, elevating Giraffe360’s presence in the PropTech ecosystem.
\n
\n
\n
\n
\n
\n\n
\n
\n
What we're looking for
\n
\n
- \n
- Experience: 5+ years of leadership experience within Customer Success, ideally in product-led, customer-centric SaaS or hardware/software organizations.
- Operational Rigor: You have a proven track record of building agile CS teams and designing playbooks that scale. You understand how to translate ambitious quarterly OKRs into daily, actionable workflows.
- Commercial Acumen: You understand that CS is a revenue function. You have experience driving NRR, mitigating churn, and partnering with Sales/Commercial teams to ensure smooth hand-offs and rapid adoption.
- Strategic Leadership: You are a "manager of managers" who can coach others to success. You are comfortable dealing with ambiguity and can navigate the complexities of a fast-growing scale-up.
- Cross-functional Influence: You have the ability to sit at the table with Product and Marketing leaders, using data and insights to advocate for the customer’s needs.
\n
\n
\n
\n
\n\n
\n
Why join us?
\n
\n
- \n
- Real Impact: You are not just filling a seat; you are building the function that defines our future growth. You will own the strategy, the process, and the outcomes.
- Scale-up Environment: We have the backing of £30M+ in venture funding and a proven product. This is your chance to lead during a high-growth phase where your work will have a tangible impact on the company’s trajectory.
- Culture of Ownership: We don't micromanage. We hire leaders who can define their own success and who are passionate about building something that lasts.
\n
\n
\n\n
\n
What we offer
\n
\n
- \n
- Competitive salary of £70,000 - £80,000 plus bonus opportunity of up to 10% of base salary
- Hybrid working – 2 days per week in our Ancoats city-centre office (Currently Mondays & Thursdays)
- 25 days annual leave plus bank holidays
- Paid day off for your Birthday
- Enhanced parental leave and pay
- Fully covered private Health Insurance via Vitality
- Regular team socials and events
- Training, development, and genuine career progression opportunities
\n
\n
\n
\n
\n
\n
\n
\n\n
\n
About Giraffe360
\n
\n
Giraffe360 is a breakthrough camera technology transforming how real estate content is created. Our all-in-one device combines high-accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans — at the push of a button.
\n
\n
Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30+ countries, have raised £30M+ in venture funding, and employ 275+ people across four global hubs.
\n
\n
Ready to join a fast-growing company where your impact truly matters?
\n
Apply now and let’s grow together.
\n