System C

Head of Customer Success

System C

full-time

Posted on:

Location Type: Hybrid

Location: Leeds • United Kingdom

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Salary

💰 £70,000 - £80,000 per year

Job Level

Lead

About the role

  • Shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints
  • Lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams
  • Own and deliver the Customer Success strategy aligned to a centre for customer excellence
  • Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy
  • Lead and develop teams with clear accountability, performance standards and coaching
  • Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes)
  • Own and improve customer satisfaction metrics (including NPS) and feedback loops
  • Champion the customer voice internally to influence product usability, roadmap priorities and service improvements
  • Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations

Requirements

  • Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS
  • Strong track record improving engagement, retention and customer satisfaction
  • Confident influencing at senior/executive level and across functions, challenging constructively with integrity
  • Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer engagement frameworkcustomer success strategydata-led insightNPSservice deliveryaccount managementperformance standardscoachingengagement improvementretention strategies
Soft Skills
leadershipinfluencingaccountabilitycommunicationcollaborationconstructive challengeintegrityteam developmentcustomer advocacyrelationship building