Customer Success Transformation Lead.

Jo Holdsworth Recruitment are delighted to be partnering with a high-growth technology organisation to appoint a Customer Success Transformation Lead on a 12-month contract.

This is a senior, delivery-focused transformation role with full ownership of evolving the Customer Success function into a scalable, data-driven, and commercially effective operating model.

Working directly with the Chief Customer Officer, you will lead a full end-to-end transformation of Customer Success — moving from a relationship-led approach to a structured, metrics-driven model that improves time-to-value, reduces cost-to-serve, and drives retention and expansion.

This is not an advisory role. You will be accountable for delivery, pace, and measurable outcomes.

The Role

You will take ownership of redesigning the Customer Success operating model across all segments, introducing clear service tiers, improving onboarding and renewal processes, and embedding automation and self-service at scale.

A key focus will be building a predictable, insight-led function — where performance is driven by clear metrics, and teams are focused on high-impact activity that delivers commercial value.


Responsibilities

• Lead the end-to-end transformation of the Customer Success operating model
• Design and implement segmented, tiered service models across customer groups
• Embed a metrics-driven approach across TTV, cost-to-serve, retention (GRR/NRR), and adoption
• Deliver a scalable self-serve model for long-tail customers, reducing reliance on manual support
• Redesign onboarding, renewal, and expansion processes to improve efficiency and outcomes
• Leverage CRM and tooling (HubSpot preferred) to automate workflows and improve visibility
• Act as the accountable lead for delivery, driving pace, alignment, and decision-making across the business

• Proven track record delivering Customer Success or post-sales transformation within a SaaS or B2B technology environment
• Strong experience operating at Director level, with ownership of commercial and operational outcomes
• Demonstrable impact on time-to-value, cost-to-serve, retention, and expansion
• Experience building scalable service models, segmentation frameworks, and CS metrics
• Strong commercial and analytical mindset, with a focus on measurable delivery
• Confident operating at senior stakeholder level, with the ability to drive change in complex environments