Head of Customer Success

Main responsibilities

Strategic Account Management

• Own and develop a portfolio of strategic and high-growth client accounts.
• Build long-term relationships with senior stakeholders, decision-makers, and executive sponsors.
• Develop and execute account growth strategies aligned to customer business objectives.
• Conduct regular business reviews, account planning sessions, and strategic roadmap discussions.
• Understand client priorities, challenges, risks, and future initiatives.
• Create and maintain strategic account plans that identify growth opportunities and risk mitigation strategies.

Customer Success & Retention

• Act as the primary escalation point for strategic accounts.
• Drive customer satisfaction and continuous improvement initiatives.
• Monitor customer health, engagement levels, and service performance.
• Proactively identify and address risks to retention.
• Ensure delivery teams remain aligned to client expectations and contractual commitments.
• Lead contract renewals and long-term partnership planning.

Revenue Growth & Expansion

• Own account growth targets across your customer portfolio.
• Identify, qualify, and develop expansion opportunities within existing accounts.
• Drive cross-sell and upsell initiatives across Flat Rock's full service offering.
• Collaborate with Sales, Solutions, and Delivery teams to convert opportunities into revenue.
• Support commercial negotiations and strategic partnership agreements.
• Build and manage a healthy account growth pipeline.

Executive Relationship Management

• Build trusted relationships with C-suite executives and senior business leaders.
• Act as a strategic advisor on technology, operational, and business challenges.
• Represent Flat Rock Technology at executive meetings, client workshops, and industry events.
• Facilitate governance meetings, strategic reviews, and executive reporting.

Leadership & Collaboration

• Partner with Delivery, Operations, Engineering, Consulting, and BPO teams to ensure client success.
• Champion the voice of the customer throughout the organisation.
• Coordinate internal resources to resolve issues and deliver outcomes.
• Support ongoing improvements to customer experience and account management processes.

Requirements

Essential Experience

• 5+ years' experience in Strategic Account Management, Customer Success, Client Success, or Enterprise Account Management.
• Proven experience managing and growing enterprise-level customer relationships.
• Demonstrated success increasing customer retention, satisfaction, and account revenue.
• Strong executive stakeholder management skills.
• Experience within one or more of the following sectors:
• SaaS
• Technology Services
• Managed Services
• IT Outsourcing
• Software Development
• BPO
• Consulting Services
• Commercially astute with experience supporting renewals and commercial negotiations.
• Excellent communication, presentation, and relationship-building skills.
• Strong analytical, strategic thinking, and problem-solving capabilities.

Desirable Experience

• Experience working within offshore, nearshore, or global delivery environments.
• Experience managing accounts worth £500k+ annually.
• Knowledge of CRM platforms such as HubSpot or Salesforce.
• Understanding of software engineering, cloud technologies, AI solutions, managed services, or outsourcing models.
• Experience leading customer growth and expansion programmes.

Travel

• Regular travel across the UK for client meetings, business reviews, and workshops.
• Occasional international travel to customer locations and Flat Rock offices.
• Flexibility to travel as required to support strategic accounts and growth opportunities.