Head of Customer

Nottingham / Surrounding Areas
Salary upto £55,000 + Benefits

We are recruiting on behalf of an ambitious and growing technology business for an experienced Head of Customer to lead and develop their customer function. This is an excellent opportunity for a customer-focused leader to shape the overall customer strategy, improve customer retention and satisfaction, and create a best-in-class customer experience across the entire customer lifecycle.

Reporting into the senior leadership team and managing a team of five, you will take ownership of the Customer Success, Customer Support and Onboarding functions. You'll play a pivotal role in ensuring customers achieve maximum value from the company's solutions, whilst identifying opportunities to strengthen relationships, improve engagement and support long-term business growth.

The Role

As Head of Customer, you'll be responsible for developing and delivering the overall customer strategy, ensuring every stage of the customer journey is seamless—from implementation and onboarding through to renewal, retention and account growth.

You'll lead the Customer Success and Support teams, creating a high-performing, customer-centric culture through coaching, development and clear performance objectives. You'll introduce best practice processes, customer success frameworks and performance metrics that enable the team to deliver consistently excellent service.

A key focus of the role will be improving customer retention and engagement. You'll proactively monitor customer health, identify risks, manage escalations and implement strategies that increase adoption, satisfaction and long-term loyalty. Working closely with customers, you'll ensure they realise value quickly and continue to maximise the benefits of the company's products and services.

You'll also oversee the onboarding experience, ensuring new customers and partners receive a structured, efficient implementation that delivers a smooth transition from sales through to successful adoption. By collaborating with internal teams, you'll help reduce friction and improve time-to-value for every customer.

Working alongside the Sales team, you'll identify opportunities to expand existing customer relationships through upselling and cross-selling, whilst supporting customer advocacy initiatives, case studies and reference programmes that strengthen the company's reputation.

This is a highly collaborative leadership role where you'll work closely with Product, Marketing, Operations and Sales, providing valuable customer insight that influences future product development, service improvements and wider business strategy.

Alongside the strategic aspects of the role, you'll drive operational excellence by implementing reporting dashboards, customer health scoring, KPIs and continuous improvement initiatives that enable data-driven decision making and scalable growth.

About You

We're looking for an experienced customer leader with a proven track record of leading Customer Success, Customer Experience or Customer Operations teams, ideally within a SaaS, technology or subscription-based environment.

You will have:

• Experience developing customer strategies that improve retention, engagement and customer satisfaction.
• Strong leadership skills with the ability to coach, motivate and develop high-performing teams.
• A commercial mindset with experience supporting customer growth through account expansion and long-term relationship management.
• Excellent stakeholder management and communication skills, with the ability to build strong relationships across all levels of the business.
• A data-driven approach, using customer insights, KPIs and reporting to inform decisions and drive continuous improvement.
• A passion for delivering exceptional customer experiences within a fast-paced, growing organisation.

If you're an experienced customer leader looking to make a real impact within an innovative and expanding business, we'd love to hear from you.