Head of customer success Work, Jobs in Southgate, Gtl (with Salaries)

Head of Customer Support
Aptitude Software —London
- Weekend availability
- Hybrid work
- Analysis skills
- Leadership
- Communication skills
Quick apply
8h
Head of Risk Control
The Travelers Companies, Inc. —London
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Health & wellbeing programme
Head of Learning & Development
Trainline —London
- £100,000 - £110,000 a year
- Full-time
- Hybrid work
- Leadership
Head of Customer Experience
Curriculum Solutions —London
- £150 - £180 a day
- Part-time
- Remote
- CRM software
- Management
- English
- Work from home
Quick apply
BPO Senior Manager
Wayfair —London
- £72,500 - £105,125 a year
- Full-time
- Microsoft Excel
- Customer service
- Travel
- Employee discount
- Gym membership
Head of Transport
DDC Foods Ltd —Hemel Hempstead
- Up to £55,000 a year
- Full-time
- Management
- Analysis skills
- In-person
Quick apply
4d
Head of Customer Value
Hearst Media Services —London
- £67,500 - £72,500 a year
- Full-time
- Customer service
- Leadership
- Employee discount
4d
Head of Client Services
GetAgent —London
- £80,000 - £90,000 a year
- Hybrid work
- Travel
- Leadership
Head of Majors, Customer Success
GlobalData Plc. —London
- £110,000 a year
- Full-time
- Presentation skills
- AI
- Communication skills
Enterprise Customer Success Manager
Semble —London
- £70,000 - £90,000 a year
- Hybrid work
- Microsoft Excel
Quick apply
8d
Head of Customer Success - EMEA
Statista —London
- Full-time
- Hybrid work
- Bar
- Sales
- Salesforce
- Flexitime
Head of Customer Success - Intuitive
Banyan Software —Croydon
- Hybrid work
- Annual leave
- Employee assistance programme
Quick apply
Agency Partner
GIG Retail —London
- Full-time
- Employee discount
Head of Retail
InPost UK —London
- Hybrid work
- Salesforce
- Negotiation
Quick apply
7d
Head of Event Operations, EMEA
PEI Group —London
- Customer service
- Leadership
Head of Operations (COO Track)
Bezos.ai —London
- £80,000 - £130,000 a year
- Full-time
- Remote
- Engineering
- SQL
- Bachelor's degree
Quick apply
Customer Success Manager, UK
Modular Finance AB —London
- Hybrid work
- Presentation skills
- Travel
- Communication skills
Wine Buyer
Winedrops —London
- Full-time
Quick apply
Account Executive
Commusoft —London
- £40,000 a year
- Full-time
- Hybrid work
- Sales
- Communication skills
Head of Partnerships
Lokalise —London
- Full-time
- Remote
- CRM software
- Travel
- AI
- Flexible schedule
Quick apply

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head of customer success jobs near southgate, gtl

Head of Customer Support

Aptitude Software -
London

Quick apply

Job details

Full-time
8 hours ago

Qualifications

Jira
Analysis skills
Zendesk
B2B
ServiceNow
Customer support
SaaS
Leadership
Communication skills

Full job description

Job Title: Head of Customer Support

Location: London (Hybrid with Minimum 2 days a week in the office)

Hours: 37.5 hours per week including some weekends and bank holidays

About the Job

Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to SaaS and drives Fynapse-led growth.

As the owner of the global support operating model, which will include day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will use your proven track record of experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.

The depth of expertise you have gained in similar roles will be a real asset in this hands-on leadership role with the successful candidate bringing their knowledge and experience to inspect operational detail, remove process friction, coach and upskill the team, strengthen the interface with Product and Engineering, and use data, automation, and AI selectively to improve service quality and scale.

As an experienced Head of Customer Support, you will bring your enterprise B2B SaaS support experience, strong operational discipline, credible stakeholder management, and demonstrate an ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.

Key Responsibilities

Strategy & Operating Model

Define and implement a global support strategy, operating model, and service framework aligned to business priorities.
Establish clear roles, decision rights, escalation paths, and a continuous improvement roadmap.

Support Delivery & Performance

Own end-to-end support operations including SLAs, queue management, prioritisation, backlog health, and escalation handling.
Drive improvements in response and resolution times, reducing backlog and ticket aging.
Ensure consistent, high-quality customer communication across incidents, defects, and service updates.

Cross-Functional Collaboration

Partner with Product, Engineering, Cloud Operations, and Customer Success to resolve defects, manage releases, and address recurring issues.
Strengthen feedback loops to ensure customer insights and root causes inform product and service improvements.

Process, Tooling & Automation

Optimise support processes, workflows, and tooling to improve efficiency and consistency.
Leverage AI, automation, analytics, and self-service to enhance triage, routing, and knowledge management.

Performance & Insight

Implement a robust performance framework using metrics such as SLA attainment, response/resolution times, CSAT, backlog, and escalation trends.
Translate support data into actionable insights and continuous improvement initiatives.

People Leadership

Build, lead, and develop a high-performing support team with strong technical, customer, and analytical capabilities.
Foster a culture of accountability, ownership, and customer-centricity.

Customer Experience & Cost Efficiency

Act as an executive escalation point for critical issues.
Reduce cost-to-serve while maintaining enterprise-grade service quality and customer trust.

Skills, knowledge and experience

Essential

Proven leadership of enterprise B2B SaaS support teams managing complex products and high-value customers.
Track record of transforming support operations, improving SLAs, reducing backlog, and enhancing resolution quality.
Strong understanding of cross-functional support models across Product, Engineering, Cloud Operations, Customer Success, Services, and Commercial teams.
Experience handling senior customer escalations with professionalism, structure, and clear communication.
Strong analytical skills, with the ability to define metrics, identify trends, and drive root-cause improvements.
Experience with support platforms such as Jira Service Management, Zendesk, ServiceNow, Salesforce Service Cloud, or similar.
Demonstrated use of knowledge management, automation, self-service, and AI to improve support efficiency and scale.
Excellent leadership, coaching, and team development capability.
Strong written and verbal communication skills, including executive-level reporting and customer updates.
Comfortable operating in a hands-on role spanning strategy, operations, and people leadership.

Desirable

Experience with financial software, ERP, revenue management, or other mission-critical enterprise platforms.
Experience supporting global customers across multiple time zones (including APAC and North America).
Background in SaaS transformation, including migration from on-premise to cloud-based support models.
Experience designing tiered support offerings, managed services, or premium support models.
Experience working in organisations undergoing change, transformation, or rapid growth.

Quick apply

Refine Your Search

head of customer success jobs in southgate, gtl

Head of Customer Support

Head of Risk Control

Head of Learning & Development

Head of Customer Experience

BPO Senior Manager

Head of Transport

Head of Customer Value

Head of Client Services

Head of Majors, Customer Success

Enterprise Customer Success Manager

Head of Customer Success - EMEA

Head of Customer Success - Intuitive

Agency Partner

Head of Retail

Head of Event Operations, EMEA

Head of Operations (COO Track)

Customer Success Manager, UK

Wine Buyer

Account Executive

Head of Partnerships

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