Head of Customer Success

A  Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses

This range is provided by A  Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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• Globally established, best-in-class solution, providing a social & email management platform, with a positive social and economic impact!
• AI-powered to optimise everything the user does. It can even run campaigns completely autonomously.
• Recently launched new products, and even more in the 2026 pipeline!

This is a senior leadership role with full ownership of the Customer Success function within a global SaaS business.

You’ll be accountable for retention, expansion, and customer satisfaction across a substantial international book of business, while leading and developing a geographically distributed team of Customer Success Managers.

This is a hands‑on role. You’ll stay close to customers, personally engaging with key accounts, while bringing structure, pace, and consistency to how Customer Success operates at scale. A core focus will be improving visibility across metrics such as NRR, GRR, and CSAT, and embedding a data‑led approach to decision making.

• 5+ years’ experience in Customer Success, Account Management, or a related customer‑facing role within a SaaS or technology‑led environment
• Proven experience leading and scaling Customer Success teams
• Strong commercial understanding of retention, expansion, and customer performance metrics
• Comfortable owning outcomes across a large, complex customer base
• Data‑driven mindset with the ability to translate insight into action
• Hands‑on leadership style — confident working directly with customers
• Experience working cross‑functionally with Product, Sales, Engineering, and Support
• Pragmatic, delivery‑focused approach with a bias toward action
• Prior experience in or with the publishing industry.

• £80,000 base salary + performance‑related bonus
• Hybrid working, Central London
• High‑impact leadership role with real ownership and autonomy
• Opportunity to shape and scale a critical function

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Director

Full‑time

Technology, Information and Media and Software Development

London, England, United Kingdom