Head of Customer Success
Dext
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Lead, coach and scale a high-performing team of CSMs, with clear expectations and strong PDPs.
- Define and execute the UK customer engagement strategy across onboarding, adoption, retention and advocacy.
- Build scalable ways to support smaller accounts without compromising experience.
- Act as the voice of the customer, turning insight into action across Product, Marketing and Leadership.
- Drive outcomes: activity KPIs, net retention, and churn reduction in close partnership with Account Management.
- Set the bar for consultative, best-practice use of the Dext product suite.
- Foster a collaborative, high-accountability team culture.
Requirements
- Strong leadership experience in Customer Success, ideally in SaaS or tech-led environments.
- A track record of building, coaching and scaling high-performing CS teams.
- Strong strategic thinking, paired with the ability to execute and deliver against KPIs.
- Commercially and numerically confident, with a process-driven mindset.
- Excellent communicator with experience partnering with senior stakeholders internally and externally.
- Comfortable owning targets, like adoption metrics.
- Confident using CRM tools to drive insight, focus and performance.
Benefits
- A competitive salary.
- Flexible working.
- 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday.
- Employer-paid private medical insurance and health cash plan.
- Cycle to work scheme.
- Payroll giving.
- Income protection.
- Mental health support through Help@Hand.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementKPI managementadoption metricschurn reductionstrategic thinkingprocess-driven mindset
Soft skills
leadershipcoachingcollaborationcommunicationaccountability