Head of Customer Success

Head of Customer Success This role is pivotal in driving client retention, expansion, and measurable value delivery across our global customer base. We usually respond within a week Who are we? Come and Meet the Founder in this 1-minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft. Global Mission Statement From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and has a positive impact in the field service software market. Since 2006, we’ve transformed not only our services and offerings but also the business operations of thousands of service companies that rely on our software daily. Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, comprehensively supporting clients from day one, and always being open and transparent with our community, these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team. Inclusion and Belonging at Commusoft Our clients come from all walks of life, and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a ‘culture-add’ mindset rather than ‘culture-fit’ when it comes to our hiring process, and we intend to genuinely drive transformational change when it comes to diversity, inclusion, and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you’ll be at home at Commusoft. Department Mission Statement We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement. We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long-term advocates. We are looking for... A strategic and client-focused Head of Client Success to own and elevate the end-to-end client journey from onboarding through to long-term growth and advocacy. This role is pivotal in driving client retention, expansion, and measurable value delivery across our global customer base. Reporting to the CEO, you will lead our Client Success function across the UK and US, building a high-performing team that partners closely with clients to achieve their business goals. As a key member of the leadership team, you will collaborate cross-functionally with Product and Engineering to align the roadmap with client needs, and partner with Technical Support to transform reactive feedback into proactive service improvements. You will act as the voice of the customer internally, ensuring client needs shape our product, strategy, and overall experience. The ideal candidate brings strong B2B SaaS experience, a commercial mindset, and a passion for building lasting client relationships that drive both customer and business success. What you’ll do: Client Success Strategy & Leadership Define and execute a global Client Success strategy focused on retention, growth, and client value Build, lead, and develop a high-performing, distributed Client Success team Establish clear success frameworks, playbooks, and engagement models across the client lifecycle Given the global nature of this role, you should also anticipate frequent travel to the US, with the potential for occasional visits to our team in Chennai. Retention, Growth & Value Realisation Own key commercial metrics including retention, churn, expansion, and customer lifetime value Drive proactive client engagement strategies to increase product adoption and long-term success Identify and enable upsell and cross-sell opportunities through value-led, consultative approaches Client Engagement & Partnership Ensure consistent, high-quality client interactions including onboarding, business reviews, and executive engagement Support the team in building trusted advisor relationships with key client stakeholders Lead on complex or high-value client relationships where needed Client Insights & Advocacy Act as the voice of the customer across the business, translating feedback into actionable insights Partner with Product and Engineering to influence roadmap priorities based on client needs and trends Leverage data to continuously improve client outcomes and experience Cross-Functional Alignment Work closely with Sales, Marketing, Product, and Support to ensure a seamless client journey Align on Ideal Client Profiles, handovers, and ongoing engagement strategies Champion a client-centric culture across the organisation Performance & Continuous Improvement Define and track key success metrics (e.g. NRR, product adoption) Use data to identify risks, opportunities, and areas for improvement Continuously optimise processes, tooling, and team effectiveness to scale success Your skills, behaviours and values: Client-Centric Leadership: Deep commitment to delivering client value and building long-term partnerships Commercial Acumen : Strong track record of driving retention, expansion, and revenue growth in a SaaS environment B2B SaaS Client Success Expertise: Proven experience leading Client Success teams across onboarding, adoption, and growth Strategic Thinking: Ability to connect product capabilities to client business outcomes and long-term ROI Team Leadership & Development: Experience building, scaling, and coaching high-performing, customer-facing teams Data-Driven Decision Making: Strong analytical skills with the ability to translate insights into action Influence & Collaboration: Skilled at aligning cross-functional teams and influencing at executive level Communication Excellence: Clear, confident communicator with strong stakeholder management skills Adaptability & Resilience: Thrives in a fast-paced, evolving SaaS environment Salary & Benefits: The base salary is £74,000 per year. The other elements of your compensation include: 23 days off (increase with tenure) plus the UK bank holidays, £50 monthly gym contribution, pension contribution, private healthcare option, extended parental leave, remote working over Christmas and during the summer period, up to 5 days holiday-buy-in-scheme, drinks and snacks provided at our new modern workspace next to Elephant & Castle underground station. And you’d probably like to know that we have a hybrid working model (8 days a month in the office minimum) but it is an open door so feel free to come in more if you'd like! The Success team are in the office on Thursdays and Fridays. Please note that for the first month you will be required to come in full-time 8.30am-5.30pm. Department Success Locations London Remote status Hybrid Yearly salary £74,000 Employment type Full-time About Commusoft Come and Meet The Founder in this 1 minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.