Head of Customer Success

Base pay range

Direct message the job poster from Re:

Defined Futures

Head of Customer Excellence

Location: London (Hybrid)

Salary: Up to £105,000

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

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.

• 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.)

• 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

• Senior experience leading Customer Success / Implementation in B2B SaaS, with experience in the Real Estate / Prop Tech 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

Seniority level:
Director

Employment type:

Full-time

Job function:
Customer Service and Management

Industries:
Real Estate and Technology, Information and Media

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