Head of Customer Success Head of Customer Success Location: Near Rogate Hours: Full-time, 40 hours per week Reporting to: DirectorAre you a transformational leader passionate about delivering exceptional customer experiences? We''re recruiting for a dynamic Head of Customer Success to lead and inspire a team of 20.This is a pivotal role focused on driving excellence, embedding a customer-first culture, and delivering measurable improvements across service quality, responsiveness, and team performance.Your new role:Lead, coach, and inspire a department of 20+.Directly manage the Customer Service leadership team.Define and execute the customer experience strategy in alignment with business goals.Champion a culture of ownership, collaboration, and continuous improvement.Drive employee engagement, retention, and development through structured plans.Own and optimise service KPIs, SLAs, and response time targets.Implement a robust performance framework using data to drive accountability.Deliver insightful reporting to senior leadership with clear action plans.Oversee end-to-end customer journey improvements and process optimisation.Lead strategic initiatives to streamline workflows and scale service delivery.Collaborate cross-functionally with Sales, Operations, Procurement, and IT.Resolve high-level customer escalations with speed and professionalism.What you''ll need to succeed:5+ years in a senior customer service, support leadership role.Proven success in leading and motivatin