Head of Customer Success

Job Title: Head of Customer Success/Founding Customer Success Manager Location: Marylebone, Hybrid (Monday, Tuesday, Thursday, Friday in office, Wednesday remote) Salary: £60,000 - £80,000 Bonus (£10k - £15k per annum) Role Overview: We are looking for an experienced Head of Customer Success to join our client's business and take full ownership of managing key client accounts. You will be responsible for building a team and ensuring high levels of customer satisfaction, retention, and expansion. This is a leadership role for someone with a consultative and intelligent approach , who can form strong personal relationships . You will manage a portfolio of 80 accounts , including 30-40% high-value clients , and be instrumental in improving processes and driving product adoption. About the client We are working with a leading tech company that specialises in digital business cards, offering seamless contact sharing through Apple Wallet and Google Pay, without the need for an app. The platform is eco-friendly , helping businesses cut down on paper waste, and it prioritises security with full compliance to GDPR and CCPA standards. This solution is ideal for organisations that value sustainability and top-tier data protection . Key Responsibilities: Take full ownership of the customer success process and strategy Build and lead a growing Customer Success team Manage a portfolio of 80 accounts , with a focus on high-value clients Drive low net dollar churn and improve client adoption rates Develop personal relationships with clients to increase expansion MRR Track and report on account satisfaction and expansion metrics Streamline and improve customer success processes for a better client experience Handle customer support, ensuring technical issues are resolved efficiently Collaborate with internal teams to enhance product engagement and utilisation Key Requirements: Strong customer success experience in a tech company Proven leadership ability to build and manage a team A consultative approach with excellent relationship-building skills Technical aptitude to support product-related queries Experience managing net dollar churn and driving client expansion Analytical skills to monitor KPIs like adoption rates and customer satisfaction Ability to improve and streamline processes for better outcomes Experience managing multiple client touchpoints across large accounts KPIs and Success Metrics: Net dollar churn rate for managed accounts Customer satisfaction (quantitative and qualitative) Expansion MRR through upselling and cross-selling Adoption rates and client engagement with the product Process improvements and optimisation of the customer success function Interview Process: Initial interview with Co-founder Technical interview with Co-founder Final interviews with wider team Hours: 8:30 AM – 6:00 PM, Monday, Tuesday, Thursday, Friday in the office, Wednesday remote Bonus Structure: Standard, up to £15k per annum Preferred (but not required): Proficiency in another language is a plus If you are ready to take full ownership of the customer success function and help their product grow while building out a team, we would love to hear from you