Head of Customer Success
| Posting date: | 18 August 2025 |
|---|---|
| Salary: | £75,000 to £80,000 per year |
| Hours: | Full time |
| Closing date: | 17 September 2025 |
| Location: | Petersfield |
| Remote working: | On-site only |
| Company: | OutThere RPO |
| Job type: | Permanent |
| Job reference: |
Summary
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 customer service or customer success leadership role.
Proven success in leading and motivating large, multi-function teams.
Strong track record of delivering against KPIs and driving cultural change.
Experience managing both reactive support and proactive care functions.
Confident change agent with transformation programme experience.
Data-driven decision-maker with strong analytical and reporting skills.
Excellent communication, interpersonal, and conflict resolution abilities.
Proficient in ERP/CRM systems, Excel, and performance dashboards.
About you:
Passionate about creating outstanding customer experiences.
Inspirational, hands-on leader with a collaborative style.
Resilient under pressure with a solutions-focused mindset.
Skilled at balancing strategic vision with operational execution.
Embraces accountability, transparency, and team empowerment.
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 customer service or customer success leadership role.
Proven success in leading and motivating large, multi-function teams.
Strong track record of delivering against KPIs and driving cultural change.
Experience managing both reactive support and proactive care functions.
Confident change agent with transformation programme experience.
Data-driven decision-maker with strong analytical and reporting skills.
Excellent communication, interpersonal, and conflict resolution abilities.
Proficient in ERP/CRM systems, Excel, and performance dashboards.
About you:
Passionate about creating outstanding customer experiences.
Inspirational, hands-on leader with a collaborative style.
Resilient under pressure with a solutions-focused mindset.
Skilled at balancing strategic vision with operational execution.
Embraces accountability, transparency, and team empowerment.