Head of Customer Success

Location: Guildford, Surrey - Hybrid Salary: £70k base 20% Annual Bonus This market-leading SaaS provider is scaling rapidly and investing in a world-class customer experience. They are now looking for a dynamic Head of Customer Success to lead its growing post-sales function. This is a high-impact, strategic role where you'll align cross-functional revenue teams, champion customer outcomes, and play a pivotal role in scaling the business to the next stage of growth. Why Join? Join one of the UK’s most trusted SaaS providers for the healthcare sector. Lead a high-performing team focused on customer retention, satisfaction, and revenue expansion. Help shape and scale a critical function in a business with a strong customer-first ethos. Work closely with Sales, Product, and Operations to ensure alignment and exceptional customer outcomes. The Role As Head of Customer Success , you’ll lead PCS’s customer success strategy and operations. You’ll oversee the full post-sale lifecycle - from onboarding through to renewal and expansion. This is a cross-functional leadership role focused on retention, operational excellence, and customer-led growth. You’ll build scalable processes, leverage data for continuous improvement, and act as a strategic partner to both clients and internal stakeholders. Key Responsibilities: Customer Strategy & Leadership- Lead and develop a high-performing Customer Success team, fostering a culture of ownership, accountability, and customer-first thinking. Revenue Optimisation- Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by identifying expansion opportunities, managing risk, and supporting upsell/cross-sell initiatives. Customer Engagement & Relationship Management- Oversee onboarding and adoption processes, ensuring smooth handovers from Sales. Operational Excellence & Process Optimisation- Refine and optimise the end-to-end customer journey through automation and scalable processes. Data & Insights- Leverage CRM and Customer Success platforms (e.g. HubSpot, Gainsight, ChurnZero) to deliver real-time visibility into customer performance. What Does Success Look Like? You successfully align customer success with business goals, reduce churn, improve expansion revenue, and deliver a customer experience that drives advocacy, satisfaction, and long-term retention. Who We’re Looking For: 5 years’ experience in Customer Success, Account Management, or Customer Operations within SaaS. Proven track record managing large, diverse customer bases - including SMBs and enterprise accounts. Deep understanding of SaaS KPIs and customer lifecycle metrics. Strong leadership skills and experience managing cross-functional / growing teams. Highly analytical and data-driven, with proficiency in CRM, CS tools, and BI platforms (e.g. HubSpot, Gainsight, Power BI, Tableau). Excellent stakeholder engagement and communication skills. Note: Due to high application volumes, if you have not been contacted within 7 days, please assume your application was unsuccessful.