Head of Customer Success

• Delivering outstanding end-to-end customer outcomes across the SME customer lifecycle.
• Leading the strategic and operational performance of customer service, complaints, debt management, and customer lifecycle activities.
• Ensuring exceptional service while driving commercial performance through improved customer retention, revenue protection, cash collection, and cost-to-serve.
• Leading the stabilisation and transformation of the Customer Success function.
• Creating a high-performing, customer-focused operation that delivers consistent, right-first-time service.
• Championing continuous improvement through process optimisation, automation, and digital transformation.

Requirements

• Extensive senior leadership experience managing large-scale, customer-facing operations within regulated environments, with responsibility for end-to-end customer lifecycle performance;
• Proven track record of improving customer experience and delivering measurable commercial outcomes, including customer retention, revenue protection, cash collection, and cost-to-serve reduction;
• Significant experience leading operational transformation, including process optimisation, automation, scalable operating models, and continuous improvement initiatives;
• Strong understanding of SME customer operations, including billing, debt management, complaints, customer lifecycle management, and regulatory compliance.

Core Competencies

Demonstrates extensive leadership in managing large-scale, customer-facing operations with a focus on end-to-end customer lifecycle performance. Proven ability to drive operational transformation and continuous improvement while ensuring exceptional customer service and commercial outcomes.

Highest-signal resume keywords

• Senior Leadership Experience
• Customer Lifecycle Management
• Operational Transformation
• Process Optimisation
• Regulatory Compliance

Hard Skills

• Customer Retention
• Revenue Protection
• Cash Collection
• Cost-To-Serve Reduction
• Complaints Management
• Debt Management
• Continuous Improvement
• Automation
• Scalable Operating Models
• SME Customer Operations

Soft Skills

• Customer-Focused
• Strategic Leadership
• Performance Management
• Team Building
• Communication

Industry Keywords

• Regulated Environments
• Customer Success
• Digital Transformation
• Process Optimisation
• Operational Performance