Head of Customer Success, Commusoft
£74k
2+ days a week in office
Field service management software
Be an early applicant
Field service management software
21-100 employees
Be an early applicant
£74k
2+ days a week in office
21-100 employees
Company mission
To educate and empower field service companies to provide world-class customer journeys.
Role
Who you are
- The ideal candidate brings strong B2B SaaS experience, a commercial mindset, and a passion for building lasting client relationships that drive both customer and business success
- Client-Centric Leadership: Deep commitment to delivering client value and building long-term partnerships
- Commercial Acumen: Strong track record of driving retention, expansion, and revenue growth in a SaaS environment
- B2B SaaS Client Success Expertise: Proven experience leading Client Success teams across onboarding, adoption, and growth
- Strategic Thinking: Ability to connect product capabilities to client business outcomes and long-term ROI
- Team Leadership & Development: Experience building, scaling, and coaching high-performing, customer-facing teams
- Data-Driven Decision Making: Strong analytical skills with the ability to translate insights into action
- Influence & Collaboration: Skilled at aligning cross-functional teams and influencing at executive level
- Communication Excellence: Clear, confident communicator with strong stakeholder management skills
- Adaptability & Resilience: Thrives in a fast-paced, evolving SaaS environment
What the job involves
- A strategic and client-focused Head of Client Success to own and elevate the end-to-end client journey from onboarding through to long-term growth and advocacy
- This role is pivotal in driving client retention, expansion, and measurable value delivery across our global customer base
- Reporting to the CEO, you will lead our Client Success function across the UK and US, building a high-performing team that partners closely with clients to achieve their business goals
- As a key member of the leadership team, you will collaborate cross-functionally with Product and Engineering to align the roadmap with client needs, and partner with Technical Support to transform reactive feedback into proactive service improvements
- You will act as the voice of the customer internally, ensuring client needs shape our product, strategy, and overall experience
- Client Success Strategy & Leadership
- Define and execute a global Client Success strategy focused on retention, growth, and client value
- Build, lead, and develop a high-performing, distributed Client Success team
- Establish clear success frameworks, playbooks, and engagement models across the client lifecycle
- Given the global nature of this role, you should also anticipate frequent travel to the US, with the potential for occasional visits to our team in Chennai
- Retention, Growth & Value Realisation
- Own key commercial metrics including retention, churn, expansion, and customer lifetime value
- Drive proactive client engagement strategies to increase product adoption and long-term success
- Identify and enable upsell and cross-sell opportunities through value-led, consultative approaches
- Client Engagement & Partnership
- Ensure consistent, high-quality client interactions including onboarding, business reviews, and executive engagement
- Support the team in building trusted advisor relationships with key client stakeholders
- Lead on complex or high-value client relationships where needed
- Client Insights & Advocacy
- Act as the voice of the customer across the business, translating feedback into actionable insights
- Partner with Product and Engineering to influence roadmap priorities based on client needs and trends
- Leverage data to continuously improve client outcomes and experience
- Cross-Functional Alignment
- Work closely with Sales, Marketing, Product, and Support to ensure a seamless client journey
- Align on Ideal Client Profiles, handovers, and ongoing engagement strategies
- Champion a client-centric culture across the organisation
- Performance & Continuous Improvement
- Define and track key success metrics (e.g. NRR, product adoption)
- Use data to identify risks, opportunities, and areas for improvement
- Continuously optimise processes, tooling, and team effectiveness to scale success
Application process
- We usually respond within a week
Salary benchmarks
Our take
Though field services companies are vital for the continued operation of just about everything, they have lagged behind other industries in having specialised solutions for managing their operations. Commusoft exists to change that, providing plumbers, electricians, builders, and trades companies of all stripes with a platform that allows businesses to plan and schedule jobs, provide costing and quotes to customers, and handle client communications from a single application.
While other companies are operating in the field, Commusoft stands out in the market with its focus on its simplicity and digital invoicing functionality which is far more flexible than that provided by competitors.
Commusoft was founded in the UK but in 2019 began its international expansion, opening an office in Chicago to grow into the North American market. Having established a strong presence in the UK its main objective is currently to grow its market share in the US, recruiting teams on both sides of the Atlantic to capture a piece of the enormous American field services sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Jason Morjaria
(Founder & CEO)Prior to founding Commusoft, Jason founded Oprillo and spent nearly 10 years at Pay2bill as a Consultant.
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