Head of Customer Success

About the Role

Our reputable Software client seeks a Head of Customer Success to join their team.

MFK Recruitment has successfully recruited 16 individuals for this innovative software company over the past five years.

The Head of Customer Success will work remotely, with quarterly meetups in the South of England.

Overview:

Reporting directly to the CEO, the Head of Customer Success will play a pivotal leadership role responsible for shaping, developing and enhancing the full customer experience. The successful Head of Customer Success will lead the Customer Success team to ensure customers receive an exceptional level of service across implementation, education, support, adoption and advocacy.

This is a fantastic opportunity for a Head of Customer Success to join a highly respected software business with a global customer base across Europe and North America. The company already has an outstanding reputation for customer service and satisfaction, and they are looking for a Head of Customer Success who can build on this further by driving renewals, customer loyalty, revenue growth and long-term customer success.

The Head of Customer Success will play a major role within the management team, championing a customer-first culture, strengthening senior client relationships and ensuring customers can easily access the support, resources and expertise they need to achieve their business goals.

Professional Services / Service Delivery:

A key part of this role is ensuring the Professional Services and automation services side of the business is well managed, commercially disciplined, and delivering against target. The successful candidate will understand how to plan, monitor, and improve billable services activity, including utilisation, delivery capacity, service days, and forecasting, to ensure monthly targets are achieved. They will be comfortable working with technical teams to prioritise work, remove delivery blockers, and maintain credibility with clients, while ensuring services are delivered efficiently, profitably, and to a high standard. This person does not need to be deeply technical themselves, but they must have enough technical appreciation to lead the team effectively and support the continued growth of the services function.

Responsibilities:

• Lead and manage the Customer Success team to deliver an outstanding customer experience
• Drive customer success outcomes across implementation, education, support, adoption and advocacy
• Build and maintain strong senior-level relationships across key customer accounts
• Increase renewal rates and minimise customer churn
• Work closely with Account Managers to identify opportunities for cross-sell and up-sell within existing accounts
• Ensure customers are achieving value from the product through strong adoption and satisfaction levels
• Oversee customer success activities including onboarding, education, automation services, renewals and customer support
• Measure and monitor the effectiveness of the Customer Success function through key performance indicators
• Retain Account Management responsibility for selected key accounts following successful implementation
• Act as a key voice within the leadership team, promoting customer-centric thinking across the wider business
• Coach, develop and inspire a high-performing Customer Success team
• Introduce new ideas, best practices and process improvements to further strengthen the customer journey

Experience and Skill Requirements:

You will be highly motivated, customer-focused and commercially aware, with the ability to communicate effectively at a senior level both internally and externally, with:

• At least 5 years of B2B software experience in a customer-focused leadership role
• Strong leadership skills, with the ability to empower, inspire and develop teams
• Proven experience in building strong customer relationships and driving customer retention
• A solid understanding of recurring revenue business models and the importance of renewals and growth
• Excellent project management skills, with the ability to oversee multiple customer success activities effectively
• Exceptional interpersonal and communication skills
• The ability to understand and communicate technical concepts and product capabilities
• Strong empathy for customers and a passion for delivering value, growth and long-term success
• A flexible, innovative approach and the confidence to contribute ideas at leadership level

Salary and benefits:

A competitive base salary, comprehensive benefits package including pension, healthcare, and life assurance. 25 days holiday.

About my client:

With some of the happiest customers in software testing, the business has been helping organisations deliver quality software for over 25 years through a range of code-free solutions for test management, user acceptance testing and test automation.