UltraTalent has been exclusively engaged to appoint a Head of Customer Success & Support for a high-growth education services provider entering its next phase of expansion.
The Opportunity
The demand is proven. The foundation is in place. Now the focus turns to experience, retention, and scale.
This organisation has grown from zero to eight‐figure revenue in a short period of time, with a product that delivers strong academic outcomes and a market that continues to expand.
Customer experience today is delivered well in parts, but inconsistently across the broader business. The next phase requires building a structured, scalable approach to customer success and support that drives retention and long‐term value.
This is a pivotal moment. The opportunity is to design and build the systems, operating model, and team that transform customer experience into a true commercial engine.
The Role
Reporting directly to the Chief Experience Officer, you'll take full ownership of the customer success and support function, building the engine that drives retention and customer lifetime value.
You'll move the function from reactive to proactive, embedding structure, consistency, and accountability across the full customer lifecycle.
* Own retention and re‐enrolment as a core commercial KPI
* Build customer health scoring and proactive engagement frameworks
* Design and implement scalable service standards, SLAs, and QA processes
* Establish a structured relationship management function
* Lift operational performance across support and service delivery
* Develop leaders and build a high‐performing, national team
* Partner cross‐functionally with Sales, Marketing, and Operations
About You
You're not just a customer success leader, you're a builder of scalable experience and retention engines.
* Proven experience owning retention, renewal, or churn as a primary KPI
* Track record of building or scaling customer success / CX functions
* Strong understanding of both service operations and proactive success models
* Commercially astute with strong analytical capability
* Structured, systems‐oriented thinker
* Comfortable operating in fast‐paced, founder‐led environments
* Strong communicator with the ability to influence at executive level
Why This Role
* Join a business with strong demand and proven outcomes
* Build the experience and retention engine from the ground up
* High ownership and direct access to senior leadership
* Play a critical role in shaping the next phase of growth
* Opportunity to create lasting impact at national scale
Ideally, you will have experience in education, professional services, or another recurring‐service environment supporting consumer or SMB markets.
If you're motivated by building structure, leading teams, and creating scalable customer experiences, this is your platform. Apply now.
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