Head of Client Success

Deepstreamtech

ScreenedJust posted

London

Posted 1 day ago

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About the role

Requirements

The ideal candidate brings strong B2B SaaS experience, a commercial mindset, and a passion for building lasting client relationships that drive both customer and business success
Client-Centric Leadership: Deep commitment to delivering client value and building long-term partnerships
Commercial Acumen: Strong track record of driving retention, expansion, and revenue growth in a SaaS environment
B2B SaaS Client Success Expertise: Proven experience leading Client Success teams across onboarding, adoption, and growth
Strategic Thinking: Ability to connect product capabilities to client business outcomes and long-term ROI
Team Leadership & Development: Experience building, scaling, and coaching high performing, customer facing teams
Data Driven Decision Making: Strong analytical skills with the ability to translate insights into action
Influence & Collaboration: Skilled at aligning cross functional teams and influencing at executive level
Communication Excellence: Clear, confident communicator with strong stakeholder management skills
Adaptability & Resilience: Thrives in a fast paced, evolving SaaS environment

What the job involves

This role is pivotal in driving client retention, expansion, and measurable value delivery across our global customer base
Client Success: We serve as strategic partners and consultants, concentrating on relationship mastery, proactive business consultation, and technical enablement
We ensure continuous feature adoption and measurable client growth, guiding clients through their entire journey to become long term advocates
A strategic and client focused Head of Client Success to own and elevate the end to end client journey from onboarding through to long term growth and advocacy
Reporting to the CEO, you will lead our Client Success function across the UK and US, building a high performing team that partners closely with clients to achieve their business goals
As a key member of the leadership team, you will collaborate cross functionally with Product and Engineering to align the roadmap with client needs, and partner with Technical Support to transform reactive feedback into proactive service improvements
You will act as the voice of the customer internally, ensuring client needs shape our product, strategy, and overall experience
Define and execute a global Client Success strategy focused on retention, growth, and client value
Build, lead, and develop a high performing, distributed Client Success team
Establish clear success frameworks, playbooks, and engagement models across the client lifecycle
Given the global nature of this role, you should also anticipate frequent travel to the US, with the potential for occasional visits to our team in Chennai
Own key commercial metrics including retention, churn, expansion, and customer lifetime value
Drive proactive client engagement strategies to increase product adoption and long term success
Identify and enable upsell and cross sell opportunities through value led, consultative approaches
Ensure consistent, high quality client interactions including onboarding, business reviews, and executive engagement
Support the team in building trusted advisor relationships with key client stakeholders
Lead on complex or high value client relationships where needed
Act as the voice of the customer across the business, translating feedback into actionable insights
Partner with Product and Engineering to influence roadmap priorities based on client needs and trends
Leverage data to continuously improve client outcomes and experience
Work closely with Sales, Marketing, Product, and Support to ensure a seamless client journey
Align on Ideal Client Profiles, handovers, and ongoing engagement strategies
Champion a client centric culture across the organisation
Define and track key success metrics (e.g. NRR, product adoption)
Use data to identify risks, opportunities, and areas for improvement
Continuously optimise processes, tooling, and team effectiveness to scale success

About this listing

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