Head of Customer Success
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🚀 We’re growing — and we’d love you to grow with us
As we scale our footprint in the global PropTech market, we are looking for a Head of Customer Success to lead, mentor, and scale our Customer Success organisation.
Reporting to the VP of Customer Services, you will manage a portfolio with global reach, instilling an agile, data-driven, and customer-obsessed culture. You are a strategic partner to the Head of Commercial, Product, and Marketing, responsible for ensuring that our customers don’t just use our technology, they unlock value from day one.
If you have 5+ years’ experience turning Customer Success functions into revenue-generating engines, and you thrive in a product-led environment, this could be the perfect role for you.
💼 What you’ll be doing
- Lead, Scale, and Mentor: Lead a team of Customer Success Managers, including managing the managers. You will foster an environment of high performance, autonomy, and continuous development.
- Architect of Operations: Build "best-in-class" playbooks and operating systems. You’ll be the master of the pivot, seamlessly shifting between high-level quarterly strategic planning and the tactical execution required for monthly goal attainment.
- Partner for Growth: Act as the strategic partner to the Head of Commercial. You will bridge the gap between "signed deal" and "active value," creating a high-energy, frictionless onboarding workflow that dramatically reduces time-to-value.
- Strategic Escalation Management: Serve as the final authority on key account escalations, turning potential churn risks into opportunities for deepened loyalty and account expansion.
- Influence the Product Roadmap: Act as the primary cross-functional bridge between Customer Success, Product, and Marketing. You will structure the voice of the customer to ensure our product evolution aligns with user needs.
👀 What we're looking for
- Experience: 5+ years of leadership experience within Customer Success, ideally in product-led, customer-centric SaaS or hardware/software organizations.
- Operational Rigor: You have a proven track record of building agile CS teams and designing playbooks that scale. You understand how to translate ambitious quarterly OKRs into daily, actionable workflows.
- Commercial Acumen: You understand that CS is a revenue function. You have experience driving NRR, mitigating churn, and partnering with Sales/Commercial teams to ensure smooth hand-offs and rapid adoption.
- Strategic Leadership: You are a "manager of managers" who can coach others to success. You are comfortable dealing with ambiguity and can navigate the complexities of a fast-growing scale-up.
- Cross-functional Influence: You have the ability to sit at the table with Product and Marketing leaders, using data and insights to advocate for the customer’s needs.
🌟 Why join us?
- Real Impact: You are not just filling a seat; you are building the function that defines our future growth. You will own the strategy, the process, and the outcomes.
- Scale-up Environment: We have the backing of £30M+ in venture funding and a proven product. This is your chance to lead during a high-growth phase where your work will have a tangible impact on the company’s trajectory.
- Culture of Ownership: We don't micromanage. We hire leaders who can define their own success and who are passionate about building something that lasts.
🎁 What we offer
- Competitive salary of £70,000 - £80,000 plus bonus opportunity of up to 10% of base salary
- Hybrid working – 2 days per week in our Ancoats city-centre office (Currently Mondays & Thursdays)
- 25 days annual leave plus bank holidays
- Paid day off for your Birthday
- Enhanced parental leave and pay
- Fully covered private Health Insurance via Vitality
- Regular team socials and events
- Training, development, and genuine career progression opportunities
🦒 About Giraffe360
Giraffe360 is a breakthrough camera technology transforming how real estate content is created. Our all-in-one device combines high-accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans — at the push of a button.
Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30+ countries, have raised £30M+ in venture funding, and employ 275+ people across four global hubs.
✨ Ready to join a fast-growing company where your impact truly matters?
Apply now and let’s grow together.