Head of Customer Success

Head of Customer Success - SaaS / Tech
Location: Fully Remote (must be UK-based and eligible to work in the UK)

About the Role:

An exciting opportunity has arisen for an experienced and dynamic Head of Customer Success to join a leading cloud-based systems integration company. This fully remote role offers the chance to work with some of the leading D2C (Direct-to-Consumer) brands in the UK, USA & Australia and collaborate with cutting-edge technologies including Shopify, Brightpearl, NetSuite, CIN7, Peoplevox and more. 

The successful candidate will be responsible for overseeing the entire customer journey, leading the pre-sales pipeline , managing key accounts, conducting root cause analysis and heading the customer support function to drive customer success and satisfaction.

Key Responsibilities:

• Customer Journey Management: Take charge of the complete customer journey, ensuring that clients are successfully onboarded, supported, and empowered to achieve their business objectives with the company's products.

• Key Account Management: Build and maintain strong relationships with key accounts, acting as the main point of contact to ensure ongoing customer satisfaction, retention, and growth.

• Pre-Sales Pipeline Management: Manage and support the pre-sales process, working closely with the sales team to ensure customer requirements are understood and met, from initial engagement through to successful conversion.

• Team Leadership: Lead and develop a high-performing Customer Success team, providing the tools, training, and guidance necessary to deliver exceptional service to clients.

• Leveraging Customer Feedback: Conduct thorough analysis of customer feedback and product-related issues, identifying trends and collaborating with internal teams to drive continuous product and process improvements.

• Customer Success Strategy: Develop and implement strategies that drive customer satisfaction, engagement, and long-term loyalty.

• Cross-functional Collaboration: Work closely with teams in Sales, Marketing, Product, and Engineering to ensure the customer’s voice is heard across the business and that their needs are met with the best possible solutions.

Skills & Experience:

• Proven experience in a senior customer success or account management role, ideally within the SaaS space.

• Strong understanding of the customer lifecycle, with a focus on driving retention, engagement, and satisfaction.

• Demonstrated ability to manage key accounts and lead customer success initiatives successfully.

• Experience managing and influencing the pre-sales process to help build a robust sales pipeline.

• Strong analytical skills, with a track record of conducting root cause analysis and implementing process improvements.

• Excellent leadership skills, with the ability to inspire and guide a remote team to success.

• Exceptional communication skills and the ability to engage with senior stakeholders and clients.

• Highly organised, with excellent problem-solving and project management skills.

• A customer-first mentality, always seeking to enhance the customer experience and ensure their ongoing success.

Desirable:

• Previous experience in a fully remote working environment.

• Familiarity with customer success platforms and CRM tools.

• Experience working with large-scale SaaS deployments or complex technical products.

Why Join?

• Work with leading omnichannel brands in the UK, USA & Australia and innovative technologies including Shopify, Brightpearl, NetSuite, CIN7, Peoplevox and more.

• Join a rapidly growing company where your contributions will have a direct impact.

• Collaborate with a passionate and supportive team in a culture that values innovation and excellence.

• Enjoy a fully remote role that offers flexibility and a great work-life balance.

• Competitive salary and benefits package.

This role presents a unique opportunity for an experienced Customer Success leader to make a significant impact in a fast-paced tech environment. If you're ready to drive customer satisfaction and growth while working with top brands and cutting-edge technologies, apply now!

Our Commitment to Diversity & Inclusion

IMPACT EVOLVE is committed to supporting fairness and equality for all employees and applicants. We welcome applicants from all backgrounds, including age, disability, neurodiversity, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, and marital or civil partnership status.

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