[Hiring] Head of Customer Success @Inflo Group Limited

Role Description

The Head of Customer Success is responsible for leading the Customer Success function, ensuring the successful adoption, utilisation, retention, and growth of Inflo’s customer base. Reporting to the Chief Audit Partner, this role plays a key part in delivering Inflo’s revenue strategy by driving customer outcomes, strengthening relationships, and maximising long‑term value. The role combines strategic leadership with hands‑on execution, building a high‑performing team and embedding a customer‑centric approach across the organisation.

Responsibilities

• Lead and manage the Customer Success team, driving performance, engagement, and development
• Define and execute the Customer Success strategy aligned to revenue and growth objectives
• Oversee customer onboarding, adoption, retention, and growth initiatives
• Act as an escalation point for key customer issues
• Drive customer advocacy and contribute to expanding customer relationships

Scope of Work

• Develop and implement a comprehensive Customer Success strategy to improve satisfaction, retention, and growth
• Set and track key KPIs including retention, adoption, NPS, pipeline growth, and expansion revenue
• Oversee onboarding processes to ensure successful implementation and early value delivery
• Create and embed adoption strategies to increase usage of key product features and modules
• Identify and mitigate churn risks through proactive customer engagement
• Build strong relationships with customer stakeholders, including executive sponsors
• Collaborate with Sales, Marketing, and Product to drive upsell and cross‑sell opportunities
• Champion the voice of the customer internally to influence product and business decisions
• Lead Customer Success alignment with Revenue Function goals (acquisition, onboarding, growth, retention)
• Apply EOS (Traction) principles in line with Leadership and Senior Management Teams

Tools/Systems Used

• CRM and customer lifecycle management tools
• AI driven customer success intelligence tools
• Reporting and analytics tools (e.g. NPS, usage data)
• Internal collaboration and communication tools

Team Interaction

• Lead and develop the Customer Success team (including hiring, onboarding, performance management, and coaching)
• Work closely with the Chief Revenue Officer on strategy and performance
• Partner with Sales, Marketing, Product, and other revenue teams
• Engage directly with customers and key stakeholders
• Collaborate with Leadership and Senior Management Teams to drive alignment

Qualifications

• Experienced in Customer Success leadership roles within a B2B SaaS environment
• Strong experience in customer retention, growth, and driving product adoption
• Experience managing teams (including hiring, coaching, and performance management)
• Understanding of customer success metrics (NPS, churn, expansion, adoption)
• ACA / ACCA / CPA / CA qualification (or equivalent)
• Experience within accounting, tax, or audit software (Desirable)
• Experience in technology adoption and implementation (Desirable)
• Project management experience (Desirable)

Behavioural Traits

• Customer‑centric and outcomes‑focused
• Proactive with a strong ownership mindset
• Driven to achieve growth and performance targets
• Positive, resilient, and adaptable in a fast‑paced environment

Interpersonal Skills

• Excellent stakeholder management and relationship‑building skills
• Strong leadership, coaching, and mentoring ability
• Confident communicator across all levels, including senior stakeholders
• Ability to influence cross‑functional teams and drive alignment

Cognitive Abilities

• Strong strategic thinking and decision‑making skills
• Ability to interpret customer data and translate insights into action
• Problem‑solving mindset with a focus on continuous improvement
• Ability to balance long‑term strategy with day‑to‑day operational delivery

Core Values in Action

• Science – Uses customer data, feedback, and performance metrics (e.g. NPS, usage, retention) to inform decisions and continuously improve customer outcomes.
• Ownership – Takes full accountability for customer success performance, ensuring strong adoption, retention, and growth across the customer base.
• Openness – Builds transparent and trusted relationships with customers and internal teams, championing feedback and collaboration.
• Agility – Adapts customer strategies and approaches in response to feedback, product changes, and evolving customer needs.

Benefits

• 7% Employer pension contributions providing you are a member of the scheme.
• 25 days holiday + UK bank holidays, with an additional 0.5 days for every year of service.
• 4x Salary life assurance.
• Private medical insurance with Bupa.
• Medical cash back scheme (for optical, dental etc)
• Flexible working environment – work whenever and wherever that suits you.
• Employee Referral scheme bonus of £1,000
• Financial support to enhance your home working environment.
• Opportunity to work from home as a fully remote role within the UK.
• Opportunity to meet Quarterly in Newcastle with an evening social.
• Invitation to our Annual Global Gathering.
• Continued professional development.