Head of Customer Success

Our client, a forward-thinking energy and environmental consultancy, is seeking a Head of Customer Success to lead a growing team and play a pivotal role in driving client retention, satisfaction, and long-term value.

With a mission to make a meaningful impact on the future of energy, our client supports organisations across the UK-from educational institutions to care groups and local authorities-in their journey toward sustainability and energy freedom. Their services span energy procurement, compliance, energy efficiency projects, bill validation, and renewable generation.

This is a strategic leadership role focused on building and executing a robust Customer Success strategy that enhances customer satisfaction, increases renewals, and supports expansion across a broad client base.

The successful candidate will be an experienced sales and customer success leader with a passion for team development, a structured and proactive approach, and the ability to influence both customers and internal stakeholders.

• Retention & Forecasting: Drive retention by analysing team performance and forecasting contract renewals up to 24 months ahead.

• Upsell & Cross-Sell Growth: Own the Customer Success pipeline, support deal closure, and identify strategic sales opportunities.

• Team Development: Coach and upskill a growing team, implement development plans, and foster a culture of continuous learning.

• Customer Satisfaction: Lead surveys, manage follow-ups, and represent the voice of the customer across internal departments.

• Collaboration & Culture: Promote inter-team collaboration and build strong internal and external relationships.

• Performance Reporting: Track and present performance metrics to stakeholders and support strategic decision-making.

• Proven experience in a Head of Customer Success or Sales Leadership role, ideally in a related industry.

• Demonstrated success in leading high-performing teams that deliver on renewals and upsell targets.

• Excellent communication and relationship-building skills.

• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.

• Willingness to travel across the UK for client and team meetings.

• Data-driven mindset with experience using reporting tools.

• Full-Time, 37.5 hours/week

• Hybrid working with travel across the UK

• Competitive salary + target-based commission

• 25 days annual leave (rising to 27 days after 5 years) + bank holidays

• Salary sacrifice pension scheme

• EV scheme through Octopus

• Annual volunteering day

• Extensive learning and development opportunities