Head of Customer Success

About us

Log my Care is a health tech B2B SaaS scaleup serving over 2,000 social care providers across the UK. As one of the fastest-growing platforms in the space, our mission is to enable social care providers to deliver proactive care.

The role

We’re looking for a strategic and customer-first Head of Customer Success to lead our Customer Success and Support functions. You'll be responsible for driving Net Revenue Retention (NRR), ensuring exceptional customer experiences, and enabling long-term Customer success across the entire lifecycle, from onboarding and day-to-day support to renewals and expansion. You’ll be both a leader and a doer, setting the vision for Customer Success while rolling up your sleeves to coach, solve problems, and deliver impact.

You’ll start with five direct reports across Customer Success (2) and Customer Support (3), and will be responsible for leading, supporting, and developing this team to deliver consistently high performance and customer satisfaction.

Salary Range: £70K - £90K Plus: 20% on-target bonus and potential equity options.

Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

As a Head of Customer Success, you will:

• Own the Customer Success Strategy & Execution, including annual planning, OKRs and budget setting.
  
• Own and evolve the end-to-end customer journey to drive adoption, reduce churn, boost advocacy, and maximise NRR, ensuring alignment with commercial goals.
  
• Oversee the Support function to provide timely, high-quality service through automation, AI, clear SLAs and optimised workflows
  
• Drive Customer advocacy by launching referral initiatives and improving key satisfaction metrics like CSAT and NPS.
  
• Own customer retention by monitoring health scores and engagement to identify risks, executing targeted churn prevention and win-back strategies, and managing key retention metrics to ensure high renewal rates and sustained satisfaction.
  
• Collaborate with Sales to identify upsell and cross-sell opportunities, driving revenue growth, while supporting CSMs to build strategic Customer partnerships through success plans and business reviews that uncover new growth and deliver value.
  
• Define and track key Customer Success metrics (NRR, churn, CSAT, support, adoption), build dashboards for real-time visibility, and present data-driven insights to leadership to guide strategy and resource allocation.
  
• Collaborate cross-functionally with Sales for smooth handoffs, partner with Product to inform prioritisation, support Marketing with customer insights, and work with Finance and Operations to ensure a seamless end-to-end customer experience.
  

This will be a great opportunity for you if you want to:

• Have 5+ years in Customer Success or Account Management in B2B SaaS (importantly, both SMB and Enterprise) with proven success scaling CS functions and improving NRR.
• Are a proven leader in cross-functional, fast-growth environments and are comfortable with metrics, strategy, and reporting.
• Are a strategic thinker with strong data fluency, empathetic and deeply customer-obsessed. Hands-on, agile, and resourceful in startup settings, you communicate and collaborate effectively across departments.
  

Bonus points for having:

• Experience in social care or digital health!

The Interview process:

• Submit your Application

• Exploratory call with Olivia our People Manager (25 mins)

• Interview with Sam (CEO) via Zoom (45 mins)

• In-person task with our Leadership Team: Lizzie (Sales Director), Umar (CFO), Adam (CTO), and Sam.

• Meet the CS team: Depending on Schedules, you'll meet with Mike (CSM), Fernandes (CSE). Owen (Customer Ops Exec), which will be either in-person (as part of part 4) or via video call.

D&I Statement

Log my Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. We treat every employee equally and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.

Recruitment notice

Note to recruitment agencies: Log my Care is committed to building a long-term approach to our hiring strategy; we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.