Head of Customer Success & Onboarding (SaaS)

Scale a high-performing team in a mission-led SaaS environment.

Are you an experienced SaaS Operator who knows that true Customer Success is built on strategy, data, and the willingness to meet a client face-to-face when things get tough?

My client is a respected leader in digital compliance and quality management. Due to consistent growth and the increasing scale of their customer base, they are now looking for a dedicated Customer Success Manager to lead their onboarding and success functions. You will inherit a hardworking, friendly, and established team that has been instrumental in the company’s success to date. Your role is to provide the senior-level structure and strategic vision to help them and the business reach the next level.

The Mission: Lead, Scale, and Solve

You will own the entire post-sales lifecycle. This is a pivotal role for a leader who excels at refining onboarding journeys and ensuring every user sees undeniable ROI.

• Salary: £80,000
• Location: Uxbridge (Near J4/M4)
• Pattern: Hybrid (3 days in-office)
• Team size: 10 (including Team Leaders)

Why This Role is Different

Unlike enterprise-only roles, this position focuses on a B2B SaaS model with high-volume, owner/manager user accounts. You are optimising a scalable engine for thousands of users across a mission-critical sector.

Key Responsibilities:

• Strategic Leadership: Inherit and empower a high-functioning team, introducing the scalable playbooks and professional structure needed for the company's next phase of growth.
• The "Fixer" Element: Lead from the front, travelling to visit dissatisfied clients to turn around relationships and prove value.
• Operational Excellence: Reduce Time-to-Value (TTV) to under 3 weeks and maintain retention rates >80%.
• Value Realisation: Develop health-scoring and framework solutions that translate product usage into tangible ROI for customers.

About You:

• Proven SaaS Pedigree: You’ve successfully led CS/Onboarding functions within a B2B SaaS environment.
• B2B Account Mastery: Experience managing "Owner/Manager" level accounts where individual engagement is the key to success.
• Empathetic Leadership: You enjoy mentoring high-performers and have the EQ to lead an established team through a period of growth and professionalisation.
• Resilience: You have the gravitas to handle tough conversations and the empathy to solve client friction.