Head of Customer Success

Head of Customer Success Department: Management Employment Type: Permanent Location: Petersfield Compensation: £75,000 - £80,000 / year Description Are you a transformational leader passionate about delivering exceptional customer experiences? We’re recruiting for a dynamic Head of Customer Success to lead and inspire a team of 20. This is a pivotal role focused on driving excellence, embedding a customer-first culture, and delivering measurable improvements across service quality, responsiveness, and team performance. Your new role: Lead, coach, and inspire a department of 20+. Directly manage the Customer Service leadership team. Define and execute the customer experience strategy in alignment with business goals. Champion a culture of ownership, collaboration, and continuous improvement. Drive employee engagement, retention, and development through structured plans. Own and optimise service KPIs, SLAs, and response time targets. Implement a robust performance framework using data to drive accountability. Deliver insightful reporting to senior leadership with clear action plans. Oversee end-to-end customer journey improvements and process optimisation. Lead strategic initiatives to streamline workflows and scale service delivery. Collaborate cross-functionally with Sales, Operations, Procurement, and IT. Resolve high-level customer escalations with speed and professionalism. What you’ll need to succeed: 5+ years in a senior customer service or customer success leadership role. Proven success in leading and motivating large, multi-function teams. Strong track record of delivering against KPIs and driving cultural change. Experience managing both reactive support and proactive care functions. Confident change agent with transformation programme experience. Data-driven decision-maker with strong analytical and reporting skills. Excellent communication, interpersonal, and conflict resolution abilities. Proficient in ERP/CRM systems, Excel, and performance dashboards. About you: Passionate about creating outstanding customer experiences. Inspirational, hands-on leader with a collaborative style. Resilient under pressure with a solutions-focused mindset. Skilled at balancing strategic vision with operational execution. Embraces accountability, transparency, and team empowerment.