Customer Success Transformation Lead.

Jo Holdsworth Recruitment are excited to be partnering with a fast-growing technology organisation to appoint a Customer Success Transformation Lead on a 12 month FTC.
This is a senior role responsible for improving how the business engages with its customers. The focus is on redesigning customer-facing operations to drive consistency, efficiency and better outcomes across the customer lifecycle. The successful candidate will work closely with senior leadership to introduce new ways of working, improve processes and ensure the organisation is equipped to scale effectively.


The Role

This role will lead initiatives to strengthen customer operations and customer success capabilities. The aim is to simplify workflows, clarify responsibilities, and create a service model that supports both the business and its customers. The position requires a practical, hands-on transformation leader who can assess current operations, recommend improvements, and implement sustainable changes.


Responsibilities

• Redesign customer-facing processes to improve efficiency and consistency
• Develop a structured service model that aligns with customer priorities
• Introduce clearer operational workflows and decision-making frameworks
• Support organisational change initiatives and embed new ways of working
• Provide insight and guidance to senior leadership based on data and operational performance

• Experience leading customer operations, customer success or transformation initiatives in a B2B or technology environment
• Track record of improving customer journeys and operational workflows
• Ability to deliver change in a fast-paced, growing organisation
• Strong commercial awareness with a focus on practical delivery
• Comfortable engaging with senior stakeholders and cross-functional teams

• Salary: £80,000 - £100,000 DOE