Global Head of Customer Success
Love Recruitment Ltd
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £75,000 - £90,000 per year
Job Level
Lead
About the role
- Lead and scale the global Customer Success organisation — hiring, mentoring, and developing a high-performing team.
- Define and execute a world-class customer success strategy that maximises retention, expansion, and advocacy across enterprise and mid-market segments.
- Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.
- Drive customer onboarding excellence, ensuring rapid time-to-value across all new clients.
- Own global success metrics such as churn, expansion revenue, net retention, customer health scores and customer satisfaction (NPS/CES).
- Build scalable frameworks for enablement, adoption, and value realisation across all key accounts.
- Collaborate with Product, Sales, Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.
- Develop and champion a customer advocacy programme — including references, case studies, and community events.
- Act as a trusted advisor and executive sponsor for strategic clients.
Requirements
- 5+ years in senior customer success leadership — preferably at a SaaS technology business with global customers
- Strong operational experience building scalable processes, programmes and metrics-driven teams
- Exceptional people leader with a track record of developing and retaining high-performing teams
- Excellent communicator and collaborator, comfortable engaging with C-suite customers and internal stakeholders
- Commercial mindset with a strong understanding of SaaS KPIs — churn, expansion, renewal and lifetime value.
- Experience in fitness technology, wellness, or AI-driven SaaS environments (nice to have)
- Background working with enterprise or multi-region accounts (nice to have)
- Familiarity with CRM, success automation, analytics platforms, or customer health tooling (e.g. Gainsight, Salesforce, HubSpot) (nice to have)
Benefits
- Competitive UK salary band with performance bonus
- Potential equity options
- Strong benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategycustomer onboardingchurn metricsexpansion revenuenet retentioncustomer health scorescustomer satisfactionmetrics-driven processesSaaS KPIsprogram development
Soft skills
leadershipmentoringcommunicationcollaborationpeople managementstrategic thinkingcustomer advocacytrust buildingengagementinfluencing