Location: 2 days per week in Central London (Tuesday and Thursday), 3 days from home
Salary: £100,000 – £120,000 plus bonus (£60,000 in year 1) & benefits 

Why this role?

• Lead the global customer success function at a fast-scaling, venture-backed SaaS company
• Shape strategy for enterprise retention, expansion, and customer advocacy
• Work directly with the executive team to define how customers achieve measurable ROI through the platform

About the Company

A high-growth SaaS company backed by leading investors is redefining how complex, field-based industries operate. Its platform uses AI, data, and real-time insights to help large organisations improve safety, productivity, and efficiency at scale.

With strong funding, rapid international growth, and a proven product delivering measurable results for enterprise clients, this business is entering its next stage of expansion. The company is now investing in senior leadership to strengthen its customer partnerships and scale globally.

Role Overview

This is a strategic and commercial customer-facing leadership role responsible for defining and executing the company’s global customer success strategy. You’ll lead a high-performing team that partners with enterprise clients to ensure adoption, measurable outcomes, and long-term advocacy.

Working cross-functionally with Sales, Product, and Engineering, you’ll integrate customer success into the company’s commercial and product strategy—driving renewals, expansions, and trusted relationships at C-suite level.

What you’ll be doing

• Own and deliver the global customer success strategy focused on retention, expansion, and advocacy (you’ll also manage clients, so it’s a player-manager role to start with)
• Build and scale a best-in-class CS function with a data-driven, outcome-based approach
• Partner with enterprise customers to ensure adoption and measurable ROI
• Establish programs to improve renewal rates, reduce churn, and increase net revenue retention
• Act as a trusted advisor to senior stakeholders in large industrial and infrastructure organisations
• Collaborate closely with Sales, Product, and Finance to align CS with commercial growth objectives
• Champion insights from customer data to drive continuous improvement across the product
• Represent the voice of the customer within the executive team and board
• Lead, manage and coach a team of 3
  

Required Skills and Experience

• 10+ years in Customer Success, Account Management, or Enterprise Delivery within B2B SaaS
• Proven success leading enterprise-level CS teams, ideally in operational technology solutions where the workforce using the solution is blue collar 
• Experience partnering with large industrial, utilities, construction or infrastructure customers
• Track record of improving gross and net revenue retention through strategic CS programs
• Commercially minded leader who connects customer outcomes to revenue growth
• Excellent communication and stakeholder management skills, credible at C-suite level

Collaborative, analytical, and resilient in a fast-paced, scale-up environment