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Head of Customer Success | B2B SaaS | Applied AI | Fully Remote UK/EU | £65,000 – £70,000

 

 

 

 

 

 

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Executive Hurdles Recruitment is exclusively partnering with an innovative, VC-backed B2B SaaS company operating at the cutting edge of applied artificial intelligence and computer vision.

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Founded by leading AI scientists and backed by top-tier European venture capital, our client's enterprise SaaS solutions are adopted by some of the world's largest global consumer brands and healthcare and wellness conglomerates across Europe, North America and Southeast Asia.

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To support rapid international growth, they are appointing a Head of Customer Success to design, scale and lead their post-sales organisation — reporting directly to the Chief Commercial Officer and CEO.

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The Role

 

Head of Customer Success

  • Salary: £65,000 – £70,000 | Flexibility considered for the right candidate

  • Type: Permanent | Fully Remote | UK or European time zones

  • Reporting to: Chief Commercial Officer / CEO

  • Team: Leading a dedicated team of three Customer Success professionals

 

What the Role Involves

  • Design and build scalable customer journeys covering onboarding, time-to-value, adoption, renewals and expansion — from the ground up

  • Own retention and net revenue retention metrics — operating Customer Success as a genuine commercial function

  • Personally manage and deepen relationships with high-value global enterprise accounts, navigating complex, matrixed stakeholders at C-suite and director level

  • Recruit, mentor and lead a lean, high-performing Customer Success team

  • Build structured CS playbooks, Voice of Customer mechanisms and automated health-scoring frameworks to detect and mitigate risk early

  • Act as the strategic conduit between enterprise clients and internal Product, Engineering and Sales teams — translating customer feedback into roadmap priorities

  • Integrate and optimise CRM workflows with product analytics and customer support platforms

 

What We Are Looking For

  • 6+ years of progressive Customer Success, Account Management or Client Services experience in high-growth B2B SaaS — essential

  • 2+ years managing and developing a Customer Success team — essential

  • Demonstrated track record retaining and expanding large-scale enterprise accounts — essential

  • Proven 0-to-1 builder: experience designing CS frameworks, onboarding playbooks and health-score systems from scratch — essential

  • Deep understanding of SaaS commercial metrics: GRR, NRR, churn, expansion and LTV — essential

  • Player-coach mindset — strategic at the executive level, hands-on with playbooks, EBR decks and frontline escalations — essential

  • Technical fluency with software integration concepts (APIs, SDKs, data workflows) and SaaS tooling (Salesforce or HubSpot, Zendesk, Intercom, product analytics) — essential

  • Exceptional written and spoken English communication skills — essential

  • Background in beauty-tech, personal care or consumer wellness SaaS — highly desirable

 

Why Consider This Role

  • Work at the intersection of enterprise SaaS and applied AI — clear product-market fit with marquee Tier-1 global brand clients

  • True autonomy — complete ownership to architect the Customer Success function working directly alongside executive leadership

  • VC-backed, high-growth European business at a pivotal stage of international expansion

  • Fully remote with flexible working across UK and EU time zones

 

 

Apply now or get in touch for a confidential discussion:

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