Force24

About the Company

Force24 is now the UK’s fastest-growing marketing automation platform. We bring the tenacity of sales and the knowhow of marketing together, nurturing relationships and guiding leads through the funnel.

But our tech is just the tip of the iceberg. Our users gain access to a passionate team of UK-based experts, who bring your ideas to life from support to strategy. Once you join forces with us, our team is your team.

Join thousands of forward-thinking marketers who’ve switched to our powerful platform.

Listed Jobs

Company Name

Force24

Job Title

Head of Customer Success

Job Description

**Job Title** Head of Customer Success **Role Summary** Lead the post‑sale customer experience for a high‑growth B2B SaaS marketing automation platform. Own customer retention, adoption, and revenue growth, and build a high‑performance Customer Success team that drives Net Revenue Retention (NRR) and Customer Lifetime Value (CLV). **Expectations** - Reduce churn and improve NRR through systematic, data‑driven interventions. - Accelerate platform adoption and ensure customers achieve value within 90 days. - Identify and execute upsell and cross‑sell opportunities. - Act as the customer voice in cross‑functional strategy and product road‑mapping. - Build and develop a CS culture focused on outcomes, career growth, and measurable KPIs. **Key Responsibilities** - Design and implement churn‑prediction models and proactive playbooks. - Create adoption frameworks linking milestones to business outcomes. - Develop and execute a revenue growth plan targeting upsell and cross‑sell. - Lead the “Getting to Value” program guaranteeing tangible results early. - Collaborate with Sales, Marketing, Operations, and Product to align customer insights with strategy. - Recruit, coach, and retain a CS team of 5‑7 members, setting clear KPIs and career pathways. - Build dashboards and reports to track health scores, adoption, and revenue metrics. **Required Skills** - Proven B2B SaaS Customer Success leadership, with measurable churn reduction and NRR growth. - Expertise in building repeatable processes: health scoring, playbooks, adoption frameworks. - Commercial acumen: translate customer outcomes into revenue impact and board‑room language. - Strong cross‑functional collaboration with Sales, Marketing, and Product teams. - Data‑driven decision making balanced with people‑first leadership. - Experience managing a team of 5+ CS professionals. - Preferred: background in marketing automation or related martech SaaS, UK mid‑market knowledge, familiarity with value‑based qualification frameworks (e.g., MEDDIC, POMRICED). **Required Education & Certifications** - Bachelor’s degree or higher in Business, Marketing, Information Systems, or related field. - Optional certifications: Certified Customer Success Manager (CSM), Certified Scrum Master, or similar.

Leeds, United kingdom

Hybrid

02-02-2026