Head of Customer Success

SmartestEnergy

Customer Success Leader managing outstanding SME customer outcomes while driving commercial performance. Leading strategic operations and transformation at SmartestEnergy with a focus on process optimisation and customer satisfaction.

Posted 8/3/2026full-timeWorthing • 🇬🇧 United KingdomLead💰 £75,000 - £83,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in managing large-scale, customer-facing operations with a focus on end-to-end customer lifecycle performance. Proven ability to drive operational transformation and continuous improvement while ensuring exceptional customer service and commercial outcomes.

Highest-signal resume keywords

Senior Leadership ExperienceCustomer Lifecycle ManagementOperational TransformationProcess OptimisationRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionRevenue ProtectionCash CollectionCost-To-Serve ReductionComplaints ManagementDebt ManagementContinuous ImprovementAutomationScalable Operating ModelsSME Customer Operations

Soft Skills

Customer-FocusedStrategic LeadershipPerformance ManagementTeam BuildingCommunication

Industry Keywords

Regulated EnvironmentsCustomer SuccessDigital TransformationProcess OptimisationOperational Performance

About the role

Key responsibilities & impact

Delivering outstanding end-to-end customer outcomes across the SME customer lifecycle.
Leading the strategic and operational performance of customer service, complaints, debt management, and customer lifecycle activities.
Ensuring exceptional service while driving commercial performance through improved customer retention, revenue protection, cash collection, and cost-to-serve.
Leading the stabilisation and transformation of the Customer Success function.
Creating a high-performing, customer-focused operation that delivers consistent, right-first-time service.
Championing continuous improvement through process optimisation, automation, and digital transformation.

Requirements

What you’ll need

Extensive senior leadership experience managing large-scale, customer-facing operations within regulated environments, with responsibility for end-to-end customer lifecycle performance;
Proven track record of improving customer experience and delivering measurable commercial outcomes, including customer retention, revenue protection, cash collection, and cost-to-serve reduction;
Significant experience leading operational transformation, including process optimisation, automation, scalable operating models, and continuous improvement initiatives;
Strong understanding of SME customer operations, including billing, debt management, complaints, customer lifecycle management, and regulatory compliance.

Benefits

Comp & perks

Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year.
Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity.