Head of Customer Success - Data & Insights
About the company
High-growth, PE-backed subscription business operating in a specialist intelligence/data space
Profitable, scalable model with strong momentum and an ambitious 3–5 year growth plan
Market-leading platform with a genuinely differentiated proposition, combining real-time data and forward-looking intelligence used by global enterprises and financial institutions
At an inflection point, moving from scale-up to market leader, with significant headroom for international expansion and further strategic acquisitions
About the role
Own Gross Revenue Retention (GRR) as the primary metric, with responsibility for improving renewal outcomes through proactive CS strategy
Lead and develop a Customer Success function of ~11 people, supporting a growing customer base and multi-location team structure
Build a metrics-driven operating rhythm: customer health scoring, leading indicators, forecasting, and renewal risk management
Implement and embed a scalable CS playbook: lifecycle journeys, segmentation, governance, and high-impact processes
Drive step-change improvement across tooling, automation, internal cadence, and cross-functional alignment with Sales, Product and Marketing
Act as a true agent of change: raise standards, challenge legacy ways of working, and create a culture of ownership and performance
Balance tactical delivery (firefighting, near-term retention saves) with strategic foundations (mid/long-term scalability)
Your previous experience
5+ years in senior Customer Success leadership roles within a SaaS / subscription business (ideally data, intelligence, analytics, or similarly recurring-revenue models)
Proven track record of personally owning GRR and improving retention through proactive customer management
Strong experience driving meaningful operational change (process, systems, cadence, team performance, accountability)
Comfortable in PE/VC-backed environments with high pace, high expectation, and strong metric focus
Commercially minded: understands retention drivers, renewal motion, and where CS supports NRR via product-led upsell
Hands-on, high-energy operator who thrives in ambiguity and can deliver outcomes while building the playbook
Ambitious, growth-oriented leader who elevates talent, sets standards, and builds a high-performance culture
Package
£100,000 – £120,000 base DOE + 20–30% bonus
HYBRID – Central London, 2–3 days p/w
Work directly with an experienced, high-calibre executive team and PE investors to shape the future of the business
Genuine long-term career trajectory as the company scales toward £50m+, with scope to grow into a broader commercial leadership role