Head of Customer Success B2B

Head of B2B Customer Success

COMPANY OVERVIEW

At World of Books, we’re on a mission to become the Planet’s Bookstore.

Our business was founded in 2002 with the purpose of encouraging recycling, minimising

waste and fostering sustainability by giving books a second life. Since then, we’ve grown into

the world’s largest seller of used books, providing millions of customers with an affordable

way to discover, purchase and enjoy books sustainably.

We have offices in the UK, US and Hungary, with over 1,000 employees dedicated to

continuing to do good, protect the environment and support charities – as reflected in our

certified B-Corp status.

Our lines of business:

 World of Books: The UK’s largest online retailer of used (and new!) books, reaching

customers in over 190 countries through direct-to-consumer channels, marketplaces

(e.g. Amazon and eBay) and wholesale partners. In the UK, >50% of sales are

through the direct-to-consumer channel, which is also growing at pace in the US.

 World of Rare Books: Specialists in rare, vintage and first edition books, providing

one of Europe’s largest collections of pre-ISBN and decorative vintage books.

 Sell Your Books (SYB): An innovative app-based service enabling customers to scan

barcodes or tap ISBN codes from their books for instant valuations and hassle-free

resale.

 Sell Your Books Pro (SYBP): A SaaS product capable of scanning products on an

industrial level, enabling organisations such as national charities to sell us their

books, generate additional revenue for good causes and enable more items to be

reused.

Our business model is underpinned by a combination of proprietary and off-the-shelf

technology which enables us to dynamically select and price items. This means we’re able to

offer customers a unique range of products across a range of channels and at prices that

cannot be found elsewhere.

ABOUT THE ROLE

We’re looking for a strategic and customer-focused Head of Customer Success to lead the

development and growth of Sell Your Books Pro (SYBP), a key service line within World of

Books. SYBP plays a vital role in our mission to promote reuse and sustainability by offering

partners – including charities, universities and libraries – a simple, scalable way to monetise

unwanted stock while supporting the circular economy. It’s also critical in ensuring that we

have the books that World of Books customers want to buy.

SYBP enables partners to scan books to receive instant pricing and access free collections

and is key to World of Books’ transition away from a legacy bulk collection service, where

stock is purchased by weight rather than per item. Once SYBP items are collected, they are

processed through World of Books’ advanced sorting and resale infrastructure. Saleable

stock is listed across global markets, while unsellable items are responsibly recycled,

delivering a low-effort revenue stream and measurable sustainability impact for partners.

SYBP also includes an eCommerce solution that enables customers to quickly list items on

multiple eCommerce platforms themselves, helping to generate additional income for good

causes and solidify key supply partnerships.

As the Head of B2B Customer Success, you will lead the team responsible for delivering

exceptional experiences that retain, grow and delight our Sell Your Books Pro customers.

You’ll build trusted relationships at senior levels, champion customer needs across the

business, and ensure our customers achieve maximum value from our products and

services. This is both a strategic and hands-on role, requiring strong commercial acumen,

people leadership, and a customer-first mindset.

WHAT YOU’LL BE DOING

Leadership and Team Development:

 Lead and inspire the Customer Success team, setting clear goals, coaching for high

performance, and creating a culture of accountability, collaboration and growth.

 Ensure the team has the right tools, playbooks and resources to deliver scalable,

consistent and proactive customer engagement.

Customer Strategy and Growth:

 Develop and execute our customer success strategy to drive retention, expansion

and customer advocacy.

 Build trusted relationships with key customers, acting as a senior point of escalation

and strategic partner.

 Support commercial outcomes by enabling the team to create compelling, solution-

oriented proposals that grow customer revenue and secure renewals on favourable

terms.

Customer Experience and Journey:

 Design and continuously improve the end-to-end customer journey, from onboarding

through to renewal and expansion, ensuring consistent and engaging communication

flows at every stage of the lifecycle.

 Champion the voice of the customer internally, sharing insights and advocating for

customer-centric decisions across the business.

Data, Insights and Reporting:

 Define and own key success metrics, including retention, NRR, churn reduction and

customer satisfaction.

 Build data capabilities to track performance, customer health and risk indicators.

 Ensure CRM (HubSpot) and reporting tools provide accurate visibility of

opportunities, pipeline and forecasts for senior leadership.

Cross-Functional Collaboration

 Partner with Product and Technology teams to provide structured feedback and

influence the roadmap.

 Collaborate with Operations and Logistics to identify and resolve customer pain

points, ensuring a seamless service.

 Work with the B2B Marketing team to co-create targeted campaigns that drive

activation, engagement and reactivation.

 Partner with Finance to monitor and manage payment performance and reduce aged

debt.

 Work closely with the New Business team to ensure smooth onboarding and

transition into long-term success management.

Market Leadership

 Contribute to sector knowledge, insights, and thought leadership, representing World

of Books externally in re-commerce and sustainability conversations.

 Share best practices internally and externally, positioning the business as a leader in

customer experience and sustainable growth.

WHAT WE’RE LOOKING FOR

 Experience leading a Customer Success function in a B2B environment, ideally in

eCommerce, technology, logistics or services.

 Deep understanding of customer lifecycle management, from onboarding through to

renewal and expansion.

 Experience designing and embedding customer success playbooks, processes and

tools that deliver profitable growth at scale.

 Proven track record of driving retention, customer satisfaction, and measurable

value, with direct ownership of revenue-related targets such as NRR, churn

reduction, and upsell/expansion.

 Strong analytical skills, with extensive experience of using CRM systems (ideally

HubSpot) to track customer health, pipeline and performance and, crucially, to

translate these metrics into action.

 Clear and persuasive communicator, skilled at influencing and building trusted

partnerships.

 Experience working with charities is not essential; what matters is the ability to

manage mission-driven customers and stakeholders with high expectations,

balancing their needs with commercial realities to deliver sustainable value.

FIRST 12 MONTHS KEY DELIVERABLES

 Improve employee Net Promoter Score (eNPS) within the team and establish a career

pathway and progression structure that retains and develops our top talent.

 Set out a clear roadmap to grow SYBP to be our largest UK supply source.

 Build account plans in collaboration with the Product Lead for our largest customers who

use our Ecommerce SaaS Product.

 Create a playbook to deliver an industry-leading customer experience.

 Propose how utilising current and new technology could drive further efficiency and

capacity within the team.

WHERE YOU’LL BE BASED

This role will be based out of our London office, with national travel to customer sites as required.