Head of Customer Success

About the role

We are looking for a Head of Customer Success to play a pivotal role in shaping how Definely delivers value to customers as the business continues to scale. This is a senior role with significant scope to influence both commercial outcomes and how our technology is adopted and embedded by enterprise customers.

You will be responsible for defining what great Customer Success looks like at Definely from how we measure success and understand customer health to how we drive long-term retention expansion and advocacy. The role offers a rare opportunity to build foundations that will have a lasting impact on the company its customers and how the business grows.

This is an exciting moment to join us with the chance to make a meaningful contribution at a critical stage of our growth and to shape a function that sits at the heart of the companys long-term success.

What youll do:

• Own core Customer Success outcomes including gross revenue retention and net revenue retention

• Design and implement a scalable Customer Success operating model including customer segmentation adoption and engagement strategies and lifecycle definitions

• Define and own customer health frameworks success metrics and reporting creating a single source of truth for customer risk and opportunity

• Build and implement the Customer Success tech stack selecting and embedding systems such as Gainsight ChurnZero or similar

• Partner closely with future Account Management in a split model designing clear ownership handoffs building joint account plans and shared incentives to deliver a seamless customer experience

• Ensure Customer Success plays a proactive role in identifying expansion opportunities and surfacing customer pain points

• Map and continuously improve the end to end customer journey from onboarding to renewal

• Act as a senior voice of the customer internally using data and insight to influence Product and Engineering priorities

• Develop customer advocacy programmes including references case studies and long term champions

• Contribute to the long term design of the Customer Success organisation including future team structure roles and capabilities

What youll bring:

• Significant experience leading or building Customer Success functions in B2B SaaS with a clear track record of scaling through systems data and process

• Experience working with enterprise customers and high value ACVs

• Strong understanding of customer segmentation including high touch and one to many models

• Proven ownership of retention and expansion metrics with confidence being accountable for numbers

• Experience operating within a split CS and Account Management model including designing incentives and handoffs

• A data led mindset comfortable defining metrics building dashboards and using insight to drive decisions

• Strong cross functional influence able to partner effectively with Sales Product Engineering and Support

• Experience in mature or regulated industries where trust reliability and long term relationships matter

What we can offer you:

• Competitive salary & annual bonus

• Share options

• Quarterly team socials & annual company offsite

• Hybrid working 1 month work from anywhere

• 25 days holiday bank holidays

• Take your birthday off

• 750 annual learning & development budget

• Private healthcare (incl. dental & optical)

• Enhanced parental leave

• Additional perks: Cycle to Work Workplace Nursery salary sacrifice scheme and top-quality equipment

About Definely

Definely is revolutionising how legal professionals access and understand information in complex documents. Our LegalTech solutions integrate directly into legal workflows enabling teams to draft review and interpret contracts more efficiently without breaking focus.

Were proud to be recognised among the Top 25 in Deloittes UK Technology Fast 50 and backed by Revaia Microsoft Google and Octopus Ventures. Trusted by top firms like A&O Shearman Dentons Deloitte and Barclays were building tools that empower legal teams to work smarter and reduce risk.

At Definely youll be part of a mission-driven collaborative and ambitious team committed to innovation and growth.

Data Privacy Notice

By submitting your application you agree that DEFEYENE LEGAL SOLUTIONS LIMITED (Definely) may collect process and store your personal data as part of our recruitment process. We will use the information you provide to assess your qualifications for the role you are applying for and to communicate with you regarding your personal data will be stored for up to 12 months after which it will be securely deleted unless we have another lawful basis to retain it. You have the right to access correct or request the deletion of your data at any more details on how we handle your personal data and your rights please send us an email to and we will send your our privacy policy.

If you have any concerns about how your data is being processed please do not hesitate to contact us.

Required Experience:

Director