Head of Customer Success Job Overview
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The Head of Customer Strategy & Delivery will own the customer journey, lead a high-impact team, and shape the future of work.
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This is an opportunity to join a high-growth business at a defining moment. You'll sit on the leadership team, shape strategic direction, and directly influence how the platform and services evolve as the company scales.
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* Customer Success & Delivery: Lead the full customer lifecycle, from proof of concept and onboarding through to long-term retention and growth.
* Build and manage a high-performing team of business analysts and delivery professionals.
* Maintain strong relationships with senior stakeholders in key accounts, delivering measurable value at every stage.
* Translate complex payroll and compliance outcomes into clear, actionable insights for clients.
* Drive client satisfaction, expansion, and long-term retention (NPS and beyond).
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* Operational & Commercial Impact: Own delivery performance across both SaaS and services: revenue, utilisation, and profitability.
* Build scalable systems, processes, and team structures to support delivery at pace.
* Work closely with cross-functional teams across Product, Engineering, Sales, and Data to continually improve outcomes.
* Support internal operations (legal, HR, finance) alongside external partners.
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* Strategic Leadership: Be the voice of the customer across the business, from product development to broader company strategy.
* Lead the evolution from a services-heavy model to a SaaS-first approach, without compromising value or impact.
* Play a key role in shaping company culture, structure, and decision-making as part of the senior leadership team.
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We are looking for an experienced and commercially-minded leader who can balance client satisfaction with scalable, profitable delivery.
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