Head of Customer Success

Head of Customer Success | UK Remote Location: UK - Fully Remote Employment Type: Full-Time Salary: £80,000 + OTE We are partnering with a fast-growing, venture-backed B2B SaaS business to recruit a Head of Customer Success to lead and scale its global Customer Success function. The business provides enterprise software solutions that help large organisations manage governance, security, compliance and risk across complex cloud environments. Working with globally recognised enterprise customers, the company is entering an exciting phase of growth and is looking for an experienced Customer Success leader to play a key role in its next chapter. This is a fantastic opportunity for a commercially minded, hands-on leader who thrives in a scale-up environment and has a proven track record of driving customer retention, expansion and long-term revenue growth. The Role Reporting directly to the Chief Revenue Officer, you will take ownership of the Customer Success strategy, leading an established team of five across Customer Success and Technical Support. You will be responsible for:

• Leading, coaching and developing a global team of Customer Success Managers and Technical Specialists.
• Owning customer retention, renewals, expansion and upsell across a portfolio of enterprise customers.
• Developing and executing a scalable Customer Success strategy aligned with wider commercial objectives.
• Building strategic account plans to identify growth opportunities and maximise customer lifetime value.
• Establishing customer health scoring, forecasting and reporting frameworks to proactively manage risk.
• Overseeing onboarding, adoption and customer engagement to ensure long-term success.
• Building strong relationships with senior enterprise stakeholders, including IT, security and compliance leaders.
• Leveraging AI, automation and data-driven processes to improve operational efficiency and customer experience.
• Collaborating closely with Sales, Product and Technical teams to drive customer outcomes and revenue growth. About You

We are looking for an experienced Customer Success leader who combines strategic thinking with a hands-on, commercially focused approach. Ideally, you will bring:

• Proven experience leading and scaling Customer Success teams within an enterprise B2B SaaS environment.
• A strong track record of improving customer retention, renewals, expansion revenue and account growth.
• Experience managing complex enterprise customers and building relationships with senior stakeholders.
• A commercial mindset with a clear understanding of how Customer Success contributes to recurring revenue growth.
• Experience developing Customer Success processes, frameworks and performance metrics.
• Strong analytical skills, with the ability to translate customer data into actionable strategies.
• Experience implementing AI tools and automation to improve Customer Success operations.
• Confidence leading distributed teams within an international, fast-paced scale-up environment.
• Exposure to cloud technologies, Microsoft 365, governance, security or compliance solutions would be advantageous. What's on Offer?
• Fully remote working from the UK.
• Opportunity to lead and shape an established Customer Success function.
• Direct exposure to the CRO and senior leadership team.
• International enterprise customer base.
• High-growth, venture-backed SaaS environment.
• Genuine autonomy to implement new strategies, processes, and initiatives.
• Competitive compensation package.
• Strong focus on professional development and work-life balance. Apply now or get in touch for a confidential discussion. Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website. If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.