Head of Customer Success

Re:Defined Futures; Greater London; On-site; GBP 85,000 - 120,000; Full time

Job summary

A leading PropTech company in Greater London is seeking a Head of Customer Excellence to own the entire post-sale function, ensuring effective implementation, onboarding, and customer success. The ideal candidate has senior experience in B2B SaaS, strong people leadership capabilities, and a strategic approach to customer retention. This role requires hands-on leadership and a structured governance mindset, focused on delivering excellent client experiences while managing a growing team.

Qualifications

• Senior experience leading Customer Success or Implementation in B2B SaaS.
• Experience in the Real Estate or PropTech space is desirable.
• Strong people leadership skills across mixed post-sale teams.

Responsibilities

• Own the full customer journey from contract signature to renewal.
• Lead implementation and customer success teams.
• Ensure high customer adoption and retention.

Skills

Customer Success leadership

B2B SaaS experience

People leadership

Programme governance

Scale-up mindset

Job description

Would you like to own the entire post-sale function (implementation, onboarding and customer success) within a well-established Series C PropTech?

Do you believe Customer Success should be a core operational function, responsible for adoption and retention, not a reactive support team?

Have you led post-sale SaaS teams serving complex, enterprise-level customers, and are comfortable getting into the detail when needed?

The Role (In Brief)

The platform is mission-critical and deeply embedded in customers’ operations, primarily across UK housing associations and local authorities.

As Head of Customer Excellence, you will own the full journey from contract signature to renewal ensuring onboarding is delivered well, adoption is high, and customers are retained long term.

This is an operator-led leadership role. The blueprint exists. Success comes from execution, people leadership and delivery discipline — not creating strategy from scratch.

What You’ll Own

• Implementation, onboarding and customer success teams (currently ~8 people, growing)
• Delivery of onboarding programmes ranging from short implementations to large, multi-year enterprise programmes
• Customer adoption, engagement and retention performance
• Customer health metrics across delivery, usage and engagement
• Senior escalation for complex delivery or customer challenges

(Sales owns upsell and renewals; this role influences retention through outcomes, not contracts.)

What Success Looks Like (6–12 Months)

• Onboarding is predictable, governed and consistent
• Customer health and adoption are visible and improving
• Retention is stable and strengthening
• Delivery escalation is reduced
• A confident, well-led Customer Excellence team

What You’ll Bring

• Senior experience leading Customer Success / Implementation in B2B SaaS, with experience in the Real Estate / PropTech space
• Enterprise or public-sector customer exposure
• Strong people leadership across mixed post-sale teams
• Solid programme and delivery governance capability
• Scale-up mindset: hands-on when needed, structured by default

If you want ownership, operational complexity and the chance to run Customer Excellence properly please get in touch immediately!