Head of Customer Success

Head of Customer Success

London (Hybrid – 3 days in office)

Up to £90,000

Start: Q1 2026

We're partnering with a fast-growing, award-winning SaaS business in the ecommerce / retail tech space to hire a Head of Customer Success. This is a high-impact leadership role for someone who wants to take an established CS function and elevate it into a scalable, best-in-class engine.

You'll lead a small but high-performing Customer Success team (with plans to grow), own the full customer lifecycle, and build the structure, rhythm and culture that ensures customers achieve measurable, long-term value.

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This role offers genuine scope to shape the function, influence product direction, and play a key role in the next stage of company growth.

What you'll be doing

• Define CS targets, KPIs and success metrics so the team has clear direction and focus
• Own customer data and performance insights to drive decision-making and improve outcomes
• Build a clear, repeatable upsell and expansion engine, partnering closely with Sales
• Lead, coach and develop the Customer Success team, creating a positive, high-performing culture
• Design and optimise the end-to-end customer journey, with strong onboarding and activation
• Manage and strengthen relationships across SMB to enterprise customers, reducing churn and driving retention
• Act as the voice of the customer, working closely with Product and Engineering on roadmap decisions
• Improve CS processes, tooling and automation to support scale

What we're looking for

• Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment
• Strong background managing complex client relationships, renewals, churn prevention and account growth
• Comfortable building structure where needed: lifecycle management, playbooks, reporting, KPIs and tooling
• Data-driven, with the ability to turn insights into action
• Confident partnering cross-functionally with Product, Engineering and Sales
• Technically confident and quick to pick up new platforms
• An excellent communicator: clear, calm, credible and trusted
• Highly organised and able to juggle multiple priorities
• Experience in ecommerce, logistics, retail tech or carrier-led environments is a bonus, not essential
• A genuine passion for people leadership, coaching and team development

Tech & tools (current stack)

• HubSpot
• Jira & Confluence
• Google Workspace
• Slack
• Figma

Ways of working

This is a hybrid role, with a minimum of 3 days per week in the London office. Face-to-face collaboration is important as the business continues to scale.

What's in it for you

• 25 days holiday + bank holidays, increasing to 30 days with service
• Enhanced paid parental leave
• Work Outside the Office (WOO) – up to 2 weeks per year
• Pension contribution
• A high-quality, central London office designed for collaboration and creativity
• Real influence, visibility and opportunity for long-term growth