Overview

Head of Customer Success at Scoro. This is a senior leadership role responsible for the customer success strategy and leading a growing team of Success Managers. The goal is to maximize product adoption, retention, and net revenue growth by ensuring every customer realises measurable value from Scoro. Reporting to the VP of Global Services, you will set the direction for customer engagement, retention, and growth, lead a distributed team with revenue responsibility, and collaborate cross-functionally to deliver seamless customer journeys. This role is open to candidates based in the UK and Estonia.

What will you do?

• Own the strategy for adoption, retention, and net revenue growth, aligning with company OKRs and targets.
• Lead, coach, and grow a distributed team of Success Managers with revenue and customer portfolio responsibility.
• Build scalable frameworks for customer health scoring, risk detection, intervention, and expansion opportunities.
• Partner with Onboarding and Support to align service delivery models, ensure proactive customer health monitoring, and strengthen expansion pathways.
• Collaborate with Sales, Product, and Marketing to improve onboarding, product adoption, and customer experience.
• Deliver accurate retention forecasts and reporting on customer health, revenue, and resource needs.
• Drive operational excellence and continuous improvement across Customer Success.
• Bring the customer voice into company strategy, ensuring insights directly influence product and business decisions.

What you’ll be offered

• Possibility to Make an Impact: Work on a meaningful, globally-used product that helps businesses streamline their workflows and achieve more.
• Stock Options Package: Be part of Scoro’s growth and share in our success.
• Health Benefits: AXA health insurance, three paid medical days, and covered mental health services.
• Pension Plan: A pension plan through Smart Pension, including an employer contribution.
• Annual Leave: 28 working days per year, plus bank holidays.
• Loyalty Days: 1-5 extra holiday days per annum based on tenure.
• Work Where You Thrive: Our UK team is fully remote, with occasional London co-working sessions.
• Home Office Setup Allowance: For setting up your remote home office.
• Paid Maternity & Paternity Leave: 12 weeks of maternity and 8 weeks of paternity leave after 12 months of tenure.
• Global Gatherings: Travel to Estonia to meet the Scoro team at the bi-annual company-wide event.
• Continuous Learning: Training budgets, books and courses, and Udemy access.
• A Unique Company Culture: A diverse international team built on trust, teamwork, and laughter. See life at Scoro on Instagram and the Scoro blog.

You’d be a great fit if you have:

• 5+ years of experience in B2B SaaS, with a focus on leading Customer Operations including Customer Success, New Customer Onboarding, and Support.
• A track record of driving net revenue retention through data-led growth, adoption initiatives, and churn-reduction strategies.
• Ability to balance automation with human touch, building scalable processes that deliver customer value from onboarding through long-term expansion.
• High emotional intelligence and resilience, able to navigate complex customer and team dynamics with integrity.
• Strong communication skills, simplifying complex topics and influencing effectively at all levels, including executive stakeholders.
• A growth mindset, constantly seeking to innovate, improve processes, and push the function forward.
• Experience managing both SMB and mid-market customer segments.
• Experience operating in international or multi-regional customer success environments.

What happens next?

If you’re curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside.

At Scoro, we’re an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Seniority level

Director

Employment type

Full-time

Job function

Information Technology, Management, and Strategy/Planning

Industries: Software Development

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London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 month ago

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