Head of Customer Success

Job description

Head of Customer Success Are you looking to impact and be part of something special, such as shaping the future of healthcare? Are you excited by the opportunity to build one of the most commercially impactful Customer Success organisations in HealthTech? At Semble, we're looking for a customer-obsessed, commercially minded leader who can take an already strong Customer Success function to the next level. This is far more than a traditional Customer Success leadership role - you'll own the strategy for customer retention, renewals, expansion and long-term customer value across our growing customer base. You'll have the autonomy to shape how Customer Success operates, influence product direction through customer insight, embrace AI to scale customer engagement, and work alongside senior leaders to make Customer Success a key driver of company growth. Semble works with 1800+ customers, across multiple regions and of all sizes; SMB, Mid-Market and Enterprise. If you're motivated by building high-performing teams, solving complex customer challenges and delivering measurable commercial impact, this is a rare opportunity to help shape the future of healthcare while leaving your mark on one of Europe's most ambitious HealthTech companies. At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research. We are a passionate and driven team, proud to unite under strong cultural drivers: Impact - We do work that matters. Collaboration – We are in it together. Human touch – We care deeply. We are also quick to embrace new technologies: we have rapidly adopted AI internally, and we are always looking to work with people who are excited to augment their work with AI. This role is hands on and requires experience of working at both ends of the market, while building a scaled CS function. It's a hybrid role based in the UK, with team attending the office twice a week. There's occasional travel to our Paris office. We are unfortunately not able to consider candidates located outside of this location and time zone at this stage. What you will be doing Own the commercial success of our existing customer base, delivering industry-leading Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals and expansion revenue by ensuring every customer realises measurable value from Semble. Build and lead a high-performing Customer Success organisation, creating a culture of accountability, continuous improvement and customer obsession that develops future leaders and delivers consistently outstanding customer outcomes. Transform the customer journey into a strategic growth engine, increasing product adoption, customer advocacy and long-term partnerships through proactive engagement, Executive Business Reviews and value-led success planning. Identify and unlock commercial growth opportunities by partnering closely with Sales to drive upsell, cross-sell and expansion opportunities, ensuring Customer Success is a key contributor to Semble's long-term ARR growth. Develop scalable, AI-enabled Customer Success operations, implementing best-in-class customer health scoring, lifecycle programmes, automation and data-driven insights that enable the business to scale efficiently without compromising customer experience. Act as a voice of the customer across the business. Be a strong and consistent advocate for the customer across the business, partnering with Product, Engineering, Support and Commercial teams to influence product direction, improve the customer experience and ensure customer feedback directly shapes future innovation. Provide strategic leadership and insight to the executive team, using customer data, forecasting and performance metrics to identify opportunities, mitigate risk and help position Customer Success as a key driver of Semble's continued growth and success. Coach, mentor and inspire a high-performing Customer Success team, creating an environment where people are empowered to do the best work of their careers. Foster a culture built on trust, collaboration, continuous learning, recognition and accountability – which includes celebrating successes, learning from setbacks, and ensuring the team enjoys what they do while delivering exceptional outcomes for our customers. What we are looking for We're looking for an ambitious, commercially minded, experienced Customer Success leader who is equally passionate about people, customers and business growth. You'll be a strategic thinker who can see the bigger picture while remaining close enough to the detail to coach your team, support customers and remove obstacles. You'll naturally build strong relationships across the business, influence at every level and inspire those around you with your energy, positivity and high standards. Most importantly, you'll thrive in a fast-moving, scale-up environment where you'll have the autonomy to shape the future of Customer Success, challenge the status quo and make a measurable impact on our customers, our people and the continued success of Semble. You will need to have: Demonstrated success leading and developing high-performing Customer Success teams within a B2B SaaS environment, creating a culture of accountability, collaboration and continuous improvement. A proven track record of improving customer retention, reducing churn and delivering strong Gross Revenue Retention (GRR), Net Revenue Retention (NRR) and customer lifetime value. Strong commercial acumen with experience identifying and delivering upsell, cross-sell and expansion opportunities while balancing customer outcomes with business growth. The ability to build trusted relationships with executive stakeholders, confidently leading strategic customer conversations and business reviews that drive measurable value. Experience designing and scaling Customer Success operating models, including customer segmentation, health scoring, lifecycle programmes and success planning. Most of all you need to be curious, and keen to look at the CS function differently (your standard playbook might not be right for Semble, and you need to be happy pivoting – always pushing for new and smarter ways of working, and keen to embrace a new approach, idea or tooling. A data-driven approach to decision-making, using customer insights, performance metrics and forecasting to identify opportunities, manage risk and continually improve performance. A collaborative leadership style, with the ability to influence across Sales, Product, Support and Engineering to create a seamless, customer-centric experience. A genuine passion for coaching and mentoring others, developing future leaders and creating an inclusive, positive team culture where people are empowered to do their best work. Experience working within a high-growth or scale-up SaaS business, where you've helped build or transform a Customer Success function through periods of rapid growth. Experience using Customer Success platforms (such as Gainsight, ChurnZero, Planhat or Vitally) and CRM systems to drive customer engagement and operational excellence. Plus hands-on working knowledge of Open AI Suite. Experience leveraging AI and automation to improve Customer Success efficiency, customer engagement and team productivity. An understanding of the healthcare technology, clinical software or regulated SaaS landscape, or the curiosity and ability to quickly become an expert in a new industry. Experience partnering with Product teams to influence roadmap decisions through customer feedback, usage data and market insight. Proficiency in the French language (nice-to-have, not mandatory). What you'll get in return The great feeling coming with knowing you do something that matters: shaping the future of healthcare! £90k-£100kpa & commission package (based on your experience and the value you can bring) Autonomy and ownership – we'll set the vision and share the context, then we trust you to run with things – that's the reason we hire you! 36 days off: 25 holidays +bank holidays +3 extra days (birthday and 'feel good' days) - that we will expect you to actually take so you can recharge and rest. Comprehensive health & wellbeing support – including private health insurance, and mental health support and free therapy sessions through Oli. Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically. Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field. Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies! The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...). We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.