Head of Customer Success

Salary Range - £85,000 - £105,000 The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base. Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation. Responsibilities Core Duties Lead and manage the Customer Success team, driving performance, engagement, and development Define and execute the Customer Success strategy aligned to revenue and growth objectives Oversee customer onboarding, adoption, retention, and growth initiatives Act as an escalation point for key customer issues Drive customer advocacy and contribute to expanding customer relationships Scope of Work Develop and implement a comprehensive Customer Success strategy to improve satisfaction, retention, and growth Set and track key KPIs including retention, adoption, NPS, pipeline growth, and expansion revenue Oversee onboarding processes to ensure successful implementation and early value delivery Create and embed adoption strategies to increase usage of key product features and modules Identify and mitigate churn risks through proactive customer engagement Build strong relationships with customer stakeholders, including executive sponsors Collaborate with Sales, Marketing, and Product to drive upsell and cross‑sell opportunities Champion the voice of the customer internally to influence product and business decisions Lead Customer Success alignment with Revenue Function goals (acquisition, onboarding, growth, retention) Apply EOS (Traction) principles in line with Leadership and Senior Management Teams Tools/Systems Used CRM and customer lifecycle management tools AI driven customer success intelligence tools Reporting and analytics tools (e.g. NPS, usage data) Internal collaboration and communication tools Team Interaction Lead and develop the Customer Success team (including hiring, onboarding, performance management, and coaching) Work closely with the Chief Revenue Officer on strategy and performance Partner with Sales, Marketing, Product, and other revenue teams Engage directly with customers and key stakeholders Collaborate with Leadership and Senior Management Teams to drive alignment Required/desired skills & qualifications Technical Skills and qualifications Experienced in Customer Success leadership roles within a B2B SaaS environment Strong experience in customer retention, growth, and driving product adoption Experience managing teams (including hiring, coaching, and performance management) Understanding of customer success metrics (NPS, churn, expansion, adoption) ACA / ACCA / CPA / CA qualification (or equivalent) Experience within accounting, tax, or audit software (Desirable) Experience in technology adoption and implementation (Desirable) Project management experience (Desirable) Behavioural Traits Customer‑centric and outcomes‑focused Proactive with a strong ownership mindset Driven to achieve growth and performance targets Positive, resilient, and adaptable in a fast‑paced environment Interpersonal Skills Excellent stakeholder management and relationship‑building skills Strong leadership, coaching, and mentoring ability Confident communicator across all levels, including senior stakeholders Ability to influence cross‑functional teams and drive alignment Cognitive Abilities Strong strategic thinking and decision‑making skills Ability to interpret customer data and translate insights into action Problem‑solving mindset with a focus on continuous improvement Ability to balance long‑term strategy with day‑to‑day operational delivery Core values in action Science – Uses customer data, feedback, and performance metrics (e.g. NPS, usage, retention) to inform decisions and continuously improve customer outcomes. Ownership – Takes full accountability for customer success performance, ensuring strong adoption, retention, and growth across the customer base. Openness – Builds transparent and trusted relationships with customers and internal teams, championing feedback and collaboration. Agility – Adapts customer strategies and approaches in response to feedback, product changes, and evolving customer needs. THE COMPANY Inflo is a fast-paced, agile, and rapidly scaling technology company. Founded in 2015, we have established Inflo as an innovative and impactful tech business, securing a global customer base of high-profile accounting firms and networks. We are passionate about the accounting profession we serve and focus on driving long-term success, both in our business and those we work with. This has resulted in Inflo’s SaaS platform winning multiple awards, including International Accounting Bulletin’s Accountancy Software of the Year twice, the Queens Award for Innovation and the Boomer Technology & Innovation Visionary award. THE CULTURE Inflo was established by former auditors who were motivated to transform their field and liberate auditors from monotonous, repetitive tasks. Who, after all, is eager to manually input invoice details into Excel? Our team, a collective of enthusiastic, diverse individuals, operates out of three global locations: the US, the UK, and Australia. Each day, our team significantly contributes to both our business and the evolution of the audit industry. We maintain an optimal balance, embracing the agility and collaborative spirit of a start-up, unencumbered by rigid corporate structures, yet with the stability, resources, and professionalism of an established, international company. Our core values are the essence of our operations: Science – We experiment and make decisions based on data over intuition Ownership – We empower our people and embrace accountability Openness – We share, challenge and embrace feedback, learning from our successes and failures Agility – We have a bias for action and iteratively solve problems. The offer As an Inflo employee, you’ll enjoy the following benefits: 7% Employer pension contributions providing you are a member of the scheme. 25 days holiday + UK bank holidays, with an additional 0.5 days for every year of service. 4x Salary life assurance. Private medical insurance with Bupa. Medical cash back scheme (for optical, dental etc) Flexible working environment – work whenever and wherever that suits you. At Inflo we measure results, not the amount of time you spend behind your laptop. Employee Referral scheme bonus of £1,000 Financial support to enhance your home working environment. Opportunity to work from home as a fully remote role within the UK. Opportunity to meet Quarterly in Newcastle with an evening social. Invitation to our Annual Global Gathering. Continued professional development.