Overview

Head of Customer Success - High Growth SaaS Scale Up (London / Hybrid). We are working with a fast-growing SaaS scale-up at the forefront of AI-driven solutions. They are looking for a Head of Customer Success to continue to build, scale and elevate their global CS function. This is a high-impact role that owns the customer journey end-to-end and partners with leading enterprise brands.

Responsibilities

• Driving adoption, retention and expansion across enterprise accounts.
• Building out a world-class CS function — scaling, coaching and mentoring a high-performing team.
• Acting as a strategic partner to the C-suite, shaping product roadmaps and customer advocacy initiatives.
• Owning CS P&L, budgets and efficiency metrics, with a laser focus on ROI.
• Embedding best-in-class processes across onboarding, renewals, escalations and health scoring.
• Combine strategic leadership with hands-on execution when needed.

What They're Looking For

• 5+ years in SaaS with at least 3 years in leadership
• Proven track record in driving retention, net revenue retention (NRR) and account expansion
• Strong financial acumen and direct ownership of CS budgets / P&L
• Experience leading through change, escalations and turnaround scenarios
• Bonus: Familiarity with AI & automation tools, scaling globally, and working across diverse markets

Why Apply

• Join a high-growth team redefining how AI can transform enterprise outcomes
• Huge autonomy to shape the CS strategy from the ground up
• Work with passionate, values-driven leadership
• Be part of a fast-scaling business where your work has immediate impact

About Sphere Digital Recruitment

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law. If you require adjustments or additional support during the recruitment process, please let us know. This description may include various job opportunities across digital; please visit our website for more information.