Head of Customer Success

Location: Near Rogate Hours: Full-time, 40 hours per week Reporting to: Director Are you a transformational leader passionate about delivering exceptional customer experiences? We're recruiting for a dynamic Head of Customer Success to lead and inspire a team of 20.This is a pivotal role focused on driving excellence, embedding a customer-first culture, and delivering measurable improvements across service quality, responsiveness, and team performance.

Your new role:

Lead, coach, and inspire a department of 20+. Directly manage the Customer Service leadership team. Define and execute the customer experience strategy in alignment with business goals. Champion a culture of ownership, collaboration, and continuous improvement. Drive employee engagement, retention, and development through structured plans. Own and optimise service KPIs, SLAs, and response time targets. Implement a robust performance framework using data to drive accountability. Deliver insightful reporting to senior leadership with clear action plans. Oversee end-to-end customer journey improvements and process optimisation. Lead strategic initiatives to streamline workflows and scale service delivery. Collaborate cross-functionally with Sales, Operations, Procurement, and IT. Resolve high-level customer escalations with speed and professionalism. What you'll need to succeed:

5+ years in a senior cust...