Head of Customer Success - Data & Insights

About the company

• High-growth, PE-backed subscription business operating in a specialist intelligence/data space
• Profitable, scalable model with strong momentum and an ambitious 3–5 year growth plan
• Market-leading platform with a genuinely differentiated proposition, combining real-time data and forward-looking intelligence used by global enterprises and financial institutions
• At an inflection point, moving from scale-up to market leader, with significant headroom for international expansion and further strategic acquisitions

About the role

• Own Gross Revenue Retention (GRR) as the primary metric, with responsibility for improving renewal outcomes through proactive CS strategy
• Lead and develop a Customer Success function of ~11 people, supporting a growing customer base and multi-location team structure
• Build a metrics-driven operating rhythm: customer health scoring, leading indicators, forecasting, and renewal risk management
• Implement and embed a scalable CS playbook: lifecycle journeys, segmentation, governance, and high-impact processes
• Drive step-change improvement across tooling, automation, internal cadence, and cross-functional alignment with Sales, Product and Marketing
• Act as a true agent of change: raise standards, challenge legacy ways of working, and create a culture of ownership and performance
• Balance tactical delivery (firefighting, near-term retention saves) with strategic foundations (mid/long-term scalability)

Your previous experience

• 5+ years in senior Customer Success leadership roles within a SaaS / subscription business (ideally data, intelligence, analytics, or similarly recurring-revenue models)
• Proven track record of personally owning GRR and improving retention through proactive customer management
• Strong experience driving meaningful operational change (process, systems, cadence, team performance, accountability)
• Comfortable in PE/VC-backed environments with high pace, high expectation, and strong metric focus
• Commercially minded: understands retention drivers, renewal motion, and where CS supports NRR via product-led upsell
• Hands-on, high-energy operator who thrives in ambiguity and can deliver outcomes while building the playbook
• Ambitious, growth-oriented leader who elevates talent, sets standards, and builds a high-performance culture

Package

• £100,000 – £120,000 base DOE + 20–30% bonus
• HYBRID – Central London, 2–3 days p/w
• Work directly with an experienced, high-calibre executive team and PE investors to shape the future of the business
• Genuine long-term career trajectory as the company scales toward £50m+, with scope to grow into a broader commercial leadership role