Head of Customer Success at fast-growing B2B SaaS platform

Jack & Jill; City of London; On-site; GBP 125,000 - 150,000; Full time

Job summary

A fast-growing B2B SaaS platform in London is seeking a Head of Customer Success. This pivotal role involves scaling the customer success function, driving retention, and building a high-performing team. The ideal candidate will have 4-7 years in B2B SaaS Customer Success and strong leadership skills. This position offers significant autonomy and impact within the organization.

Qualifications

• 4-7 years of experience in B2B SaaS Customer Success or similar roles.
• Proven track record of building or scaling a Customer Success team.
• Strong leadership skills to drive retention and manage commercial outcomes.

Responsibilities

• Own and implement the Customer Success strategy.
• Drive customer retention and identify upsell/cross-sell opportunities.
• Lead and develop a high-performing Customer Success team.

Skills

B2B SaaS Customer Success

Leadership

Account Management

Job description

Head of Customer Success at fast-growing B2B SaaS platform

This is a job that we are recruiting for on behalf of one of our customers.

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Head of Customer Success

Company Description: Fast-growing B2B SaaS platform

Job Description

Lead Customer Success at a rapidly expanding B2B SaaS platform revolutionizing how consumer brands manage field teams. You'll scale the function, drive retention and expansion, and build a high‑performing team. This is a pivotal role to shape strategy and significantly impact growth, moving from support to a modern, proactive success engine.

Location: London, UK

Why this role is remarkable

• Lead and scale the entire Customer Success function, transforming it into a growth driver
• Join a fast‑growing B2B SaaS platform with a loyal customer base including major consumer brands
• Enjoy significant autonomy and influence, shaping the direction of a critical business area

What you will do

• Own and implement the Customer Success strategy, building scalable playbooks and frameworks
• Drive customer retention and expansion by identifying upsell/cross‑sell potential and increasing adoption
• Lead, mentor, and develop a high‑performing Customer Success team, fostering a culture of excellence

The ideal candidate

• 4-7 years of experience in B2B SaaS Customer Success, Account Management, or similar roles
• Proven track record of building or scaling a CS team in a high‑growth, dynamic environment
• Strong leadership skills with experience owning commercial outcomes like retention and Net Revenue Retention (NRR)

How to Apply

1. Visit our website
2. Click 'Speak with Jack'
3. Login with your LinkedIn profile
4. Talk to Jack for 20 minutes so he can understand your experience and ambitions
5. If the hiring manager would like to meet you, Jack will make the introduction

Seniority level: Director

Employment type: Full-time

Job function: Other

Industries: Technology, Information and Internet