Head of Customer Success
Fliplet
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Job Level
About the role
- Define, own, and report on the CS input metrics that underpin retention and expansion
- Own the Customer Success data layer within the CRM (ideally HubSpot)
- Own and continuously improve Fliplet’s CS methodology
- Ensure projects are correctly scoped, commercially viable, and delivered to a consistent standard
- Lead, coach, and performance-manage the CS team (Senior & Junior)
- Own CS goal-setting and OKRs
- Own CS capacity forecasting and planning
- Work closely with Account Management, Support, and Product & Engineering
Requirements
- Led Customer Success or CS Operations in a B2B SaaS environment
- Owned CS metrics, OKRs, and reporting
- Experience with service-day / consulting / professional services models
- Strong operational background: capacity planning, process design, reporting
- Proven people leadership and performance management experience
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CS metricsOKRscapacity planningprocess designreporting
Soft Skills
people leadershipperformance managementcoachingproject management