Head of CSM - Adopters

• Own the operational effectiveness of the Customer Success function, implementing and refining processes and tools that enable consistent, scalable delivery
• Ensure strong CRM discipline and data accuracy across the team to support reporting, visibility, and data-driven decision-making
• Actively manage the value, health, and risk profile of the team’s client portfolio, identifying revenue risks, resolving challenges, and proactively preventing client churn
• Identify operational gaps and continuously improve ways of working to increase efficiency, clarity, and impact
• Lead, coach, and develop a team of Customer Success Managers, providing clear direction, support, and accountability
• Conduct regular one-to-ones and performance reviews, ensuring individual objectives and KPIs are clearly defined, tracked, and achieved
• Create a high-performance, collaborative environment where expectations are clear, and delivery standards are consistently met
• Ensure the team is meeting agreed KPIs across retention, portfolio health, client engagement, and service quality
• Oversee the team’s management of client relationships, ensuring strong stakeholder engagement and proactive account management
• Encourage meaningful client interaction, including regular strategic touchpoints and face-to-face meetings where appropriate
• Act as an escalation point for complex or high-risk client issues, driving timely resolution and protecting long-term revenue
• Support the team in delivering tailored solutions that align with client goals while reinforcing value and outcomes
• Drive a strong retention mindset across the team, with clear ownership of churn prevention and revenue protection
• Ensure early identification of revenue risks, paused activity, and at-risk accounts, implementing mitigation plans where required
• Support the team in identifying potential growth opportunities within existing accounts and ensuring these are raised internally
• Work closely with the Finance team to support the resolution of aged debt and late payments
• Ensure the Customer Success team understands their role in billing accuracy, commercial awareness, and cash collection support
• Maintain visibility over commercial risk within the portfolio and escalate where appropriate
• Track and review KPIs across retention, portfolio value, revenue risk, client health, team performance, and client engagement
• Use data and client insight to drive action and prioritise meaningful customer interaction, including face-to-face engagement
• Provide structured updates to senior leadership on performance, risks, and engagement activity

• Minimum of 6+ years’ experience in Customer Success, Account Management, or a related role
• At least 3+ years in a people management position
• Strong track record managing portfolio health, retention, and revenue risk
• Experience working with KPIs, operational reporting, and CRM tools such as HubSpot
• Excellent communication, stakeholder management, and leadership skills

Familiar with operating in an ISO27001-certified environment

• Flexible hybrid working
• 25 days annual leave + public holidays + your birthday off + increase holidays for length of service
• Free parking at the office
• Annual company meet-up
• Monthly social fund
• £26 per month allowance for those working from home
• Long Service Awards
• Annual training budget
• Office snacks