Futureheads are exclusively partnered with another fantastic client in the care space to find a Customer Success Lead to join their growing team.
Working with nearly 1,000 care providers across Europe and North America, the business delivers technology and training that creates better outcomes for residents, staff, and families. They are scaling fast and building the foundations of a world-class customer function to match.
This is a hands-on, player-coach role sitting at the heart of that effort. You will guide a small Customer Success team while staying close to customers, driving retention, and building the processes that make high-volume customer success repeatable and scalable.
WHAT YOU'LL BE DOING
- Supporting and guiding a team of three Customer Success managers, providing coaching, structure, and day-to-day direction
- Managing key and at-risk customer relationships directly, stepping in on complex escalations and ensuring customers get the outcomes they need
- Owning retention and product adoption across a high-volume customer base, identifying where value is being lost and acting on it
- Building and improving Customer Success processes and playbooks, introducing simple, scalable ways of managing customers at scale
- Tracking and reporting on retention, usage, and satisfaction metrics, using data to drive decisions and demonstrate impact
- Working closely with Product to feed back customer insight, partnering with Sales on onboarding and handovers, and supporting Marketing with customer stories
ABOUT YOU
- 3+ years in Customer Success, Account Management, or a comparable role, ideally within a SaaS or high-volume service environment
- A track record of improving retention and driving product adoption, with outcomes you can speak to directly
- Experience supporting or mentoring others, comfortable being a lead who stays hands-on rather than stepping back
- Confident working with HubSpot and comfortable using customer data and metrics to prioritise and report
- A clear, direct communicator who is equally comfortable on a call with a struggling customer as presenting to internal stakeholders
- Willing to travel to meet clients in person across the UK, with occasional international travel
- Experience in healthtech, social care, or a mission-driven organisation is a genuine plus