Head of Customer Success

At Hubexo, we're passionate about helping our customers succeed. As we continue to grow, we're looking for an experienced Head of Customer Success to lead our customer success, support and account management strategy, build a high-performing team, and deliver outstanding customer outcomes across the entire customer lifecycle.

This is a strategic leadership role with significant influence across the business. You'll combine customer-centric thinking with commercial acumen to drive retention, increase customer lifetime value, and create scalable success programmes that support long-term growth.

If you're an inspiring leader who thrives on building relationships, developing teams, and using data to drive meaningful customer outcomes, we'd love to hear from you.

The Role

As Head of Customer Success, you'll own the end-to-end customer journey, from onboarding and adoption through to renewal and expansion. You'll lead a team of Customer Success, Support and Account Managers while partnering closely with Sales, Product, Marketing to ensure our customers achieve maximum value from their investment.

You'll play a critical role in reducing churn, identifying growth opportunities for upsell, and ensuring customer feedback helps shape business priorities and product development.

This is an opportunity to make a tangible impact on both customer experience and commercial performance while building a world-class customer success function.

What You'll Be Doing · Implement and execute the customer success strategy in line with business objectives and customer needs.

· Leading, mentoring and developing a team of Customer Success, Support and Account Managers

· Establishing and monitoring KPIs across retention, customer health, adoption, satisfaction and expansion revenue.

· Owning lifecycle management processes, including onboarding, engagement, renewal and upsell activities.

· Building strong relationships with strategic and enterprise customers, acting as an escalation point where required.

· Driving initiatives that increase customer retention and maximise customer lifetime value.

· Collaborating with Sales teams on account planning, customer growth opportunities and seamless customer handovers.

· Partnering with Product to ensure customer feedback informs future enhancements and priorities.

· Designing scalable customer success frameworks, playbooks and best-practice processes.

· Providing regular reporting and insights to senior stakeholders on customer performance, risks and opportunities.

· Forecasting renewal and expansion revenue to support business planning.

· Leading cross-functional projects focused on improving customer experience and operational excellence.

· Championing customer advocacy programmes, including customer references, testimonials and case studies.

What We're Looking For

· Significant experience within Customer Success, Account Management, Client Services or a related customer-facing leadership role.

· Proven success leading and developing high-performing teams within a B2B environment, while being a hand-on leader if needed. Lead by example.

· Demonstrable experience improving customer retention and driving account growth.

· Strong commercial awareness with experience managing revenue-related targets and customer portfolios.

· Excellent stakeholder management skills, with the ability to influence and build credibility at senior levels.

· Experience managing complex, strategic or enterprise customer relationships.

· Strong analytical capabilities with the ability to use data and insights to inform decision-making.

· A track record of creating scalable processes, frameworks and operational improvements.

· Exceptional communication, coaching and leadership skills.

· A customer-first mindset combined with a passion for continuous improvement.

· Degree-level qualification or equivalent professional experience.

Why Join Hubexo?

At Hubexo, you'll be joining a collaborative, ambitious and customer-focused organisation where your expertise will directly influence our success. We offer the opportunity to work alongside talented colleagues, drive meaningful change, and develop your career within a growing international business.

We are committed to creating an inclusive workplace where everyone feels valued, respected and empowered to do their best work.

Ready to lead the next chapter of customer success at Hubexo? We'd love to hear from you.