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About the Role
Our Future Health is seeking a Head of Customer Success to lead and evolve customer support for their researcher-facing products and services. This senior, cross-functional role involves shaping customer success strategies, working with diverse clients, and driving customer value through a combination of leadership, commercial thinking, and operational excellence.
Responsibilities
- Own the overall approach to customer success, integrating teams and activities for a high-quality customer experience.
- Develop and lead the customer success strategy aligned with organizational goals.
- Manage customer success KPIs and SLAs, using data to drive improvements.
- Create scalable approaches for customer onboarding, engagement, support, and issue resolution.
- Build and lead the Customer Success team, providing matrix leadership to other contributing teams.
- Collaborate with operational teams for seamless customer journeys.
- Establish consistent customer and partner relationship management practices.
- Work with Product and Technology teams to enhance digital customer support, including AI integration.
- Act as a voice of the customer, translating insights into priorities and improvements.
- Partner with Product teams to prioritize capabilities that enhance customer satisfaction.
- Apply a commercial lens to customer relationships, contributing to pipeline, forecasting, retention, growth, and revenue.
- Support contract execution and delivery with Business Development and Commercial colleagues.
- Identify opportunities to build shared capabilities and consistent processes for customer success.
- Ensure the customer success approach evolves with product, service, and customer base growth.
Requirements
- Significant experience leading and developing customer success functions, ideally in a complex, scaling, or highly regulated organization.
- Strong commercial mindset with experience using customer success to drive retention, renewals, growth, and revenue.
- Experience with complex products or services and supporting diverse customer needs.
- Experience in research, science, health, life sciences, or another technically complex environment is highly valuable.
- Experience with Trusted Research Environments or research data platforms is particularly beneficial.
- Track record of translating customer data, feedback, and insight into measurable improvements.
- Experience defining and managing customer success metrics, KPIs, and service levels.
- Strong knowledge of customer relationship management practices and CRM systems (HubSpot experience preferred).
- Understanding of how digital tools and AI can improve customer success, balanced with judgment on human relationship importance.
- Excellent communication, influencing, and negotiation skills.
- Ability to build credibility with senior internal and external stakeholders.
- Ability to lead through influence and unite teams around shared customer outcomes.
- Strong critical thinking, problem-solving skills, and ability to drive action.
Skills
- Customer Success Strategy
- KPI and SLA Management
- Customer Onboarding
- Customer Engagement
- Customer Support
- Team Leadership
- Matrix Leadership
- Cross-functional Collaboration
- Relationship Management
- Digital Customer Support
- AI Integration
- Voice of the Customer Advocacy
- Product Prioritization
- Commercial Acumen
- Pipeline Management
- Forecasting
- Retention Strategies
- Revenue Growth
- Contract Execution
- Process Improvement
- Data Analysis
- Customer Feedback Analysis
- CRM Systems Management
- Communication Skills
- Influencing Skills
- Negotiation Skills
- Critical Thinking
- Problem Solving
Location
- Central London office in Holborn
Work Type
- Flexible working arrangements
- Remote working arrangements
Experience Level
- Senior
Salary/Compensations
- from £80,000
Benefits
- Generous Pension Scheme (up to 12% employer contribution)
- 30 Days Holiday + Bank Holidays
- Enhanced Parental Leave
- Cycle to Work Scheme
- Home & Tech Savings (up to 8% off IKEA and Currys)
- £1,000 Employee Referral Bonus
- Wellbeing Support (Mental Health First Aiders, 24/7 online GP services, Employee Assistance Programme)
About the Company
- Our Future Health is building products and services that enable researchers to use one of the world’s most significant health research resources.
- We are committed to having a diverse workforce and ensuring equitable access to our application process.
Equal Opportunity
- We proactively encourage applicants who identify as having a disability, neurodiversity, or long-term health conditions to let us know if they require any reasonable adjustments as part of their application process.
- If you do require any reasonable adjustments, please email us at talent@ourfuturehealth.org.uk