Head of Customer Success

SaleCycle is redefining how brands convert engage and retain customers through AI-driven experiences across the entire customer journey.

Following our acquisition of BEYABLE in 2026 we now combine real-time onsite personalisation and intent scoring with offsite activation across email SMS and paid channels enabling brands to identify engage convert and re-engage customers with precision.

What we do

We provide a full-funnel Agentic Marketing Platform combining:

• Real-time behavioural analytics and intent scoring

• Onsite personalisation A/B testing and product recommendations

• Cross-channel activation (email SMS paid media)

• CRM/CDP integrations and first-party data orchestration

• Retail media and monetisation capabilities

Who we are

We are a global team of 100 people across the UK France Spain Italy and Eastern Europe.

We are profitable growing and operating with a clear mindset:

• We build not maintain

• We prioritise outcomes over activity

• We operate with low ego and high accountability

• We challenge ourselves to step outside our comfort zone

Job Summary

We are seeking a skilled and motivated Head of Customer Success to manage and lead a team of Customer Success Managers (CSMs) while driving excellence in client relationships retention and growth. This leadership role focuses on overseeing team performance aligning the teams efforts with organisational goals and maintaining a strong focus on delivering value to clients identifying risk and preventing churn. The Head of Customer Success will support their team in managing portfolios addressing escalations and ensuring the adoption of scalable processes that enhance client outcomes and team efficiency.

Key Responsibilities

Customer Success Operations & Portfolio Health

• Own the operational effectiveness of the Customer Success function implementing and refining processes and tools that enable consistent scalable delivery.

• Ensure strong CRM discipline and data accuracy across the team to support reporting visibility and data-driven decision-making.

• Actively manage the value health and risk profile of the teams client portfolio identifying revenue risks resolving challenges and proactively preventing client churn.

• Identify operational gaps and continuously improve ways of working to increase efficiency clarity and impact.

Strategy Optimisation & Scale

• Lead the evolution of the Customer Success model building a high-performing scalable function that delivers strong customer outcomes efficiently across a large portfolio of accounts.

• Develop and enhance existing frameworks processes and service models to ensure the team can grow sustainably while maintaining quality and impact.

• Identify opportunities to automate simplify and optimise the customer journey through playbooks segmentation digital engagement and smart use of technology.

• Create clear success motions for onboarding adoption retention expansion and risk management tailored to the Adopters segment.

• Use data insight and experimentation to continuously improve team productivity customer engagement and commercial performance.

• Scale and develop the team structure over time ensuring the right people capabilities and operating model are in place to support business growth.

• Partner cross-functionally with Product Sales Marketing and Operations to shape initiatives that improve customer value and unlock future revenue opportunities.

Team Leadership & Performance Management

• Lead coach and develop a team of Customer Success Managers providing clear direction support and accountability.

• Conduct regular one-to-ones and performance reviews ensuring individual objectives and KPIs are clearly defined tracked and achieved.

• Create a high-performance collaborative environment where expectations are clear and delivery standards are consistently met.

• Ensure the team is meeting agreed KPIs across retention portfolio health client engagement and service quality.

Client Relationship Oversight & Escalation

• Oversee the teams management of client relationships ensuring strong stakeholder engagement and proactive account management.

• Encourage meaningful client interaction including regular strategic touchpoints and face-to-face meetings where appropriate.

• Act as an escalation point for complex or high-risk client issues driving timely resolution and protecting long-term revenue.

• Support the team in delivering tailored solutions that align with client goals while reinforcing value and outcomes.

Retention Revenue Protection & Growth Identification

• Drive a strong retention mindset across the team with clear ownership of churn prevention and revenue protection.

• Ensure early identification of revenue risks paused activity and at-risk accounts implementing mitigation plans where required.

• Support the team in identifying potential growth opportunities within existing accounts and ensuring these are raised internally.

Financial & Commercial Collaboration

• Work closely with the Finance team to support the resolution of aged debt and late payments.

• Ensure the Customer Success team understands their role in billing accuracy commercial awareness and cash collection support.

• Maintain visibility over commercial risk within the portfolio and escalate where appropriate.

Performance Tracking & Client Engagement

• Track and review KPIs across retention portfolio value revenue risk client health team performance and client engagement.

• Use data and client insight to drive action and prioritise meaningful customer interaction including face-to-face engagement.

• Provide structured updates to senior leadership on performance risks and engagement activity.

Skills & Experience

• Minimum of 6 years experience in Customer Success Account Management or a related role with at least 3 years in a people management position.

• Strong track record managing portfolio health retention and revenue risk.

• Experience working with KPIs operational reporting and CRM tools such as HubSpot.

• Excellent communication stakeholder management and leadership skills.

• You have excellent spoken written and reading skills in French and English and any additional languages you speak would be a plus.

Nice to have

• Familiar with operating in an ISO27001-certified environment.

Our Perks & Benefits

We value our employees at SaleCycle so we offer great benefits perks and incentives in addition to a competitive salary.

Flexible hybrid working

The Swile card to help cover your lunch expenses.

Full coverage of the Alan health insurance plan.

A day off on your birthday.

Additional leave based on seniority.

Regular events and after-work gatherings.

Two remote work days per week.

Up to 28 days of remote work from abroad per year.

A monthly well-being and engagement budget for each employee.

For all our perks please visit our website

Idioms

At SaleCycle we care about our people we prioritise well-being and work-life balance growth & innovation and continuously push boundaries as a team and a company for our customers.

We MOVE together as One

We MOVE out of the Comfort zone

We MOVE at Pace

We MOVE to Scale

We MOVE to the Needle

Support & Equal Opportunities

Its okay if you dont tick all the boxes - dont let imposter syndrome prevent you from applying!

SaleCycle is committed to providing a caring work environment for all employees regardless of age sex disability sexual orientation race religion or belief.

When it comes to recruitment were interested in your work experience skills and overall personality. Because diversity makes the workplace stronger and is necessary for SaleCycle success we are intensifying efforts to incorporate concrete actions to help us improve in this area.