Head of Customer Success

Job Description

ABOUT US:

• 💡We exist to EMPOWER companies' growth by making data protection SIMPLE, EASY, & INTERESTING by combining TECHNOLOGY with EXPERTS.
• 🏆 Leading tech companies have been using our DATA PROTECTION-AS-A-SERVICE solution for over 4 years, and we’ve quickly become recognised as an industry leader.
• 🚀 You will be joining a HIGH PERFORMING TECH SCALE-UP, working with leaders from some of the best and fastest-growing companies, giving you a unique opportunity to supercharge your career.
• ⭐️ We're a FLEXIBLE AND REMOTE-FIRST COMPANY with 7-figure revenues that recently won Tempo's Top 100 Start-ups Award (2 years in a row) and Flexa's Industry Awards for Flexible SaaS and Software (2023).
• 🎯 Our ultimate mission is to build an EXCEPTIONAL business with EXCEPTIONAL  people & deliver EXCEPTIONAL results.
  

ABOUT YOU:

You are a dynamic go-getter excited to get stuck in with the day-to-day of our customer workings, driving our Customer Success function forward with strategy and impact. Your expertise in proven playbooks and processes will help refine and elevate our approach, ensuring top-tier customer experiences. You thrive on building high-performance teams—when the time is right, you'll hire and grow a team of Customer Success Managers. 

By collaborating closely with our exceptional Data Protection Expert and Product Team, you’ll bring the energy and enthusiasm that fuels customer satisfaction. 

Now is the perfect time to join us - our product is soaring to new heights, and we’re stepping into a game-changing, product-led era. This pivotal role will be a part of the Management Team, reporting to our Founder and CEO, and be instrumental in driving our next phase of growth, offering unparalleled opportunities for professional development.

ABOUT THE ROLE:

• Drive success for Trust Keith’s customers by overseeing all customers (50+) at different points in their lifecycle.
• Maximise retention and engagement by managing the customer journey, collaborating with Data Protection Experts and supporting product adoption, ensuring customer needs are met with clear next steps and journey visibility.
• Own Customer Account Health by reporting on their health status (Red/Amber/Green), conducting regular reviews with our Data Protection Experts to assess risks and opportunities of their customer portfolio, and lead on remediation plans for at-risk (Red) accounts in collaboration with the Expert to drive account recovery.
• Own account renewals and expansion by collaborating with our Data Protection Experts to support achieving growth, retention, and upsell goals.
• Own the onboarding of new customers to Trust Keith, ensuring a smooth customer experience and fast time to value.
• Own customer off-boarding seamlessly by handling final account needs, gathering feedback for improvement, and spotting win-back opportunities.
• Own customer success reporting and KPIs, providing key insights to the Management Team to drive decisions and continuous improvement.
• Be the voice of the customer - collect NPS and CSAT feedback, ensuring insights reach the right teams, and close the loop with customers for continuous improvement
• Scale our Customer Success function by refining processes, building playbooks, and growing a high-performing team.
• Collaborate closely with the Product Team, sharing feedback and suggested improvements on the development of Trust Keith’s product.
• Collaborate closely with the Lead Data Protection Officer to ensure our experts deliver top-tier advice to customers that aligns with their business goals.

Requirements

WHAT YOU NEED:

[We are an inclusive and diverse workplace, and we wholeheartedly welcome individuals from all backgrounds to join our team. We believe that a diverse range of thoughts, experiences, and perspectives greatly enhances our organisation and empowers us to excel together].

• 5+ years of experience in a customer-focused role within a fast-paced SaaS startup or scale-up. Bonus points for experience managing professional services.
• Proven track record in driving renewals, negotiating contracts, boosting retention, and identifying upsell opportunities.
• Master of execution—a structured project manager who turns plans into action with clear, measurable steps.
• Data-driven decision-maker—skilled in defining and tracking metrics to maximise long-term customer value.
• Team builder & leader—experienced in managing high-performing teams across customer success, support, and account management.
• Cross-functional collaborator—proven experience in working seamlessly with other teams to align strategy and drive results.
• Customer-first mindset—a natural communicator who advocates for customers and builds strong relationships.
• Self-starter—thrives in fast-moving, ever-evolving environments who gets things done.
• Hands-on problem solver—willing to roll up their sleeves, tackle challenges head-on, and proactively remove roadblocks.
• Tech-savvy & innovative—embraces new tools and takes an experimental approach to improvement.
• Alignment with our values: Brave, Diligent, Empathetic, Personal & Professional Growth Mindset, Quirky  We know we're building a company in an 'unsexy' industry, but that doesn't mean it can't be fun. We're called Trust "Keith" because data compliance is often associated as a "boring" and "unsexy" subject stereotypically conducted by individuals with names like "Keith" [credit to Family Guy !]

Benefits

APPLICATION PROCESS:

1. We’d love to learn more about you! To start your application, please answer 2 questions via this video link 👉🏻  https://www.videoask.com/fj5d6io8g and complete your application by submitting your CV on the next page.
2. Initial Chat: 30-minute casual conversation to see if we’re a good fit
3. Skills Interview + Task: 60-minute skills-based interview.
4. Meet the Team: 30-minute video call with some of the team members.

WHAT WE OFFER:

• A team that cares about you and your development, professionally and personally
• A fast-paced, energised startup culture where you can make a real impact
• Competitive package based on experience.
• A fast-paced, energised culture where you can make a real impact
• A team that cares about you and your development, professionally and personally
• 25 days of annual leave + UK Bank Holidays + 3 days off over Christmas 
• Company laptop - get a new shiny MacBook to use for your daily work adventure
• L&D budget - £300 per year
• Flexible work environment - we’re a remote-first business
• Working from home budget - to help you set up your home office.
• Work from Anywhere - for up to 42 days (6 weeks) each year.
• Enhanced Company Sick Leave 
• Enhanced New Parent Leave - regardless of gender or gender identity.
• Pension - contributions to your retirement pot every month.
• Monthly Company Meet-ups - to spend time with the wider company in person.