Head of Customer Success

At System C, we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We're looking for a Head of Customer Success to lead a proactive, value-led customer success strategy that increases adoption, strengthens retention, and builds advocacy - even when priorities shift and the environment is fast-moving and complex.

What you'll be doing

You'll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints. You'll lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.

Key responsibilities

• Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
• Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
• Lead and develop teams with clear accountability, performance standards and coaching.
• Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes).
• Own and improve customer satisfaction metrics (including NPS) and feedback loops.
• Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
• Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.

What we're looking for

• Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
• Strong track record improving engagement, retention and customer satisfaction.
• Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
• Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).

If you're motivated by customer outcomes and thrive in ambiguity, apply today.

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate's suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.