Head of Customer Success

Job not on LinkedIn

🕒 April 9

🏢🏡 London – Hybrid

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Xero

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

☁️ SaaS

🤝 B2B

💰 $925M Post-IPO Debt - Xero on 2024-06

SaaS • B2B

Xero is a cloud-based accounting software company that provides bookkeeping, invoicing, payroll, bank reconciliation, VAT/MTD compliance, and financial analytics for small businesses, accountants, and bookkeepers. It offers an app marketplace for integrations, online invoice payments, partner programs for accountants and bookkeepers, and AI-powered automation (JAX) to streamline routine financial tasks.

📋 Description

• Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes. • Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value. • Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results. • Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses. • Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities. • Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability. • Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes. • Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success. • Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution. • Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment. • Experience leading or mentoring teams and developing high performing individuals. • Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion. • Experience working with complex customers and navigating multi stakeholder environments. • Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes. • Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed. • Strong communication and stakeholder management skills. • A pragmatic and low ego leadership style that values clarity, trust, and accountability. • Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses. • Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential. • Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle. • A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact.

🏖️ Benefits

• Benefits like pension, health insurance, inclusive support for new parents and generous vacation • On top of your annual base salary, you are offered to be part of an Employee Share Plan • Growth and progression opportunities – we want you to grow with us • Flexible remote work • Strong social culture with lots of team and company activities • Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe • Healthy work-life balance and autonomous approach to work. We trust in you and your abilities