Head of Customer Success (Dental) – Customer Experience (Group)

Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. We are looking for a high-impact, people-first leader to serve as Head of Customer Success for our Dental customers. This is a senior operational leadership role responsible for delivering customer outcomes across a diverse client base, from digital-led segments to high-touch strategic customers. You will lead and scale a growing team of Customer Success Managers, Executives and Associates. Your focus will be ensuring customers are set up for success, engaged throughout their lifecycle, and retained through timely, value-led interventions. You will drive implementation, adoption, maximise retention, and foster long-term customer advocacy. You will collaborate closely with Product, Enablement, Sales, and Support, helping to interpret customer data, deliver effective playbooks, and act as the voice of the Dental customer inside the business.

Responsibilities

• Customer Onboarding & Adoption: Oversee onboarding and activation journeys, partner with sales on smooth handoffs, ensuring new customers reach time-to-value quickly and efficiently.
• Monitor onboarding performance and product adoption metrics, working with Enablement to interpret health signals and intervene where needed.
• Proactively identify and scope/author in-product digital guides to increase adoption and feature utilisation.
• Retention, Renewal & Growth: Own customer retention and renewal outcomes for Dental customers, ensuring predictable and timely renewals.
• Implement churn mitigation strategies and lead the team in managing interventions, playbooks, QBRs, and success plans, ensuring that each customer segment receives appropriate attention to secure renewals and expansion.
• Partner with sales and marketing to identify cross-sell/upsell opportunities and ensure alignment on retention planning.
• Health Metrics & Performance Insight: Collaborate with Enablement to refine customer health metrics and define actionable signals for your team.
• Monitor and report on core KPIs (e.g. NRR, churn rate, CSAT), sharing actionable insight with the VP of Success.
• Proactively identify segment-level risk patterns and feed into the central forecasting process.
• Team Leadership: Lead, coach, and develop a high-performing CS team across various engagement tiers (Digital Success, CS Light, CS Full); provide clear performance feedback and mentoring through Team Leads and direct coaching.
• Partner with the VP and People team to hire, onboard, and retain top talent in line with customer growth.
• Customer Advocacy & Escalation: Act as a senior point of escalation for complex or high-impact customer concerns; champion the voice of the customer by translating feedback into actionable insight for Product, Enablement, and Marketing; ensure feedback is actioned through your team and loops are closed visibly with customers.
• Cross-Functional Collaboration: Work with Enablement on playbook application, renewal cadences, and digital engagement flows; collaborate with Product on usage patterns, feature engagement, and blockers to adoption; partner with Sales, Marketing, and Support to ensure cohesive lifecycle delivery.

Qualifications & Skills

• 5+ years in Customer Success, Account Management, or Post-Sales within B2B SaaS, with at least 2-3 years in team management.
• Experience leading teams across digital/pooled CS and high-touch CS delivery.
• Familiarity with CS platforms (e.g., ChurnZero, Gainsight, Planhat), product engagement tools (e.g., Pendo), and Salesforce CRM.
• Strong grasp of customer success best practices: onboarding, value realisation, QBRs, renewals, lifecycle playbooks, and team scaling.
• Data-driven and analytical mindset; comfortable defining and reporting on KPIs such as churn, retention, NRR, and CSAT; able to present metrics to senior stakeholders.
• Degree in Business, Marketing, or related field; knowledge of the dental or healthcare technology space is a bonus, especially in regulated environments.
• Excellent people leadership and coaching skills; comfortable managing team leads as well as individual contributors.
• Operationally strong with ability to build repeatable processes and optimise team performance.
• Commercially aware with understanding of revenue retention levers and ability to manage to KPIs and risk scenarios.
• Empathetic communicator with strong stakeholder management and a calm approach to escalation; comfortable interpreting customer data and leading change through insights.

Benefits

• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal

Details

Location: Hybrid Central London, United Kingdom

Job type: Full-time, permanent. Some out-of-hours work and travel may be required from time to time.

How to Apply

If you feel you have what it takes to join our team, please email your CV along with a covering letter to apply. We look forward to receiving your application.

London, England, United Kingdom