Head of Customer Experience

About the role

We are looking for a high‑impact, hands‑on Head of Customer Experience to stabilise, strengthen and elevate our end‑to‑end customer lifecycle. This is a transformation mandate, not a caretaking role, leading both Customer Support and Customer Success functions.

Key responsibilities

• Lead a lean, experienced team covering Customer Support (including third‑party out‑of‑hours coverage) and a 4‑5 person Customer Success group.
• Introduce clarity, structure, tooling and operational rigour across the customer journey.
• Modernise systems, leveraging AI and automation where appropriate.
• Drive measurable improvements in retention, satisfaction and overall lifecycle performance.
• Secure internal buy‑in and investment for ongoing operational upgrades.

Required profile

• Proven SaaS Customer Success leadership experience, especially managing SMB customers at scale (~1,500 customers).
• Track record of rebuilding or upgrading under‑invested CS and Support functions.
• Ability to gain stakeholder support and lead change initiatives with credibility.
• Strong focus on prioritisation, execution and delivering results.

Required skills

What we offer

• Hybrid working model (office presence Mon, Tue, Thu).
• Opportunity to shape and scale a critical customer engine.
• Collaborative environment with experienced managers.