Head of Customer Success Job Description and Role Profile

The Head of Customer Success leads the customer success function, ensuring customers achieve value, renew and expand their contracts. This role suits an experienced leader who can translate customer outcomes into measurable business results, build and develop a high-performing team and collaborate with product and commercial functions.

Head of Customer Success Job Profile

The Head of Customer Success is responsible for defining and delivering the customer success strategy across the customer lifecycle. The role combines strategic leadership with operational oversight to improve retention, drive expansion and embed a customer-centric approach across the organisation.

The post-holder will lead a team of customer success managers and specialists, set performance metrics, manage senior stakeholder relationships and ensure continuous improvement of processes that enhance customer satisfaction and lifetime value.

Head of Customer Success Job Description

This role requires ownership of end-to-end customer outcomes from onboarding through renewal and expansion. The Head of Customer Success will develop and implement success frameworks, manage key accounts, and work closely with sales, product and delivery teams to ensure solutions meet customer needs and commercial objectives.

Expectations include establishing clear success metrics, delivering regular reporting to executive leadership, designing effective customer engagement programmes and leading initiatives to reduce churn. The role involves recruiting and coaching team members, creating scalable processes and acting as the customers voice in strategic decisions.

The Head of Customer Success will operate in a fast-paced environment, balancing long-term strategy with hands-on problem solving for complex or at-risk accounts. Strong commercial judgement, stakeholder management and data-informed decision making are essential to succeed.

Head of Customer Success: Duties and Responsibilities

• Define and execute the customer success strategy aligned to business objectives and customer needs.
• Lead, mentor and grow a team of customer success managers and specialists to deliver consistent outcomes.
• Establish and monitor key performance indicators for retention, expansion, customer health and satisfaction.
• Own the lifecycle management process including onboarding, adoption, renewal and upsell activities.
• Manage relationships with strategic and high-value customers, acting as an escalation point for complex issues.
• Drive initiatives to reduce churn and increase customer lifetime value through targeted interventions.
• Collaborate with sales to ensure smooth handovers and joint account planning for growth opportunities.
• Work with product and delivery teams to prioritise customer feedback and influence roadmap decisions.
• Design and implement scalable processes, playbooks and tooling to improve team efficiency and consistency.
• Provide regular reporting and insight to senior leadership on customer health, revenue risks and growth opportunities.
• Develop training, coaching and professional development programmes for the customer success team.
• Lead cross-functional projects that enhance the customer experience and operational performance.
• Forecast renewal and expansion revenue and contribute to commercial planning.
• Champion customer advocacy, including reference programmes and case study development where appropriate.

Head of Customer Success: Requirements and Qualifications

• Proven experience in customer success, account management or client services with progressive leadership responsibility.
• Several years managing teams, with a track record of developing managers and scaling functions.
• Demonstrable success in improving retention and driving expansion in a B2B or subscription environment.
• Strong commercial acumen and experience working to revenue and growth targets.
• Excellent stakeholder management and communication skills at senior levels.
• Analytical mindset with experience using data to drive decisions and measure outcomes.
• Ability to design processes, playbooks and metrics for repeatable customer success outcomes.
• Experience managing complex or enterprise accounts and navigating cross-functional challenges.
• Proven ability to recruit, develop and retain talent within a customer-facing team.
• Strong problem-solving skills and the capacity to balance strategic work with operational demands.
• Degree or equivalent qualification in a relevant discipline, or demonstrable equivalent experience.
• Commitment to continuous improvement and a customer-first mindset.