Head of Customer Success

## 🚀 Build the Customer Success Function Behind Our Next Stage of Growth
📍 London, Shoreditch | Hybrid 3 days per week in the office 👤 Reporting to our VP of Go-to-Market & Growth

We have strong customer traction, proven value across some of the UK’s largest infrastructure organisations and a clear understanding of where we make the biggest impact.

Now, we want to go deeper.

Our next stage of growth is focused on expanding the customers we already have. We’re seeing our largest accounts in the UK and US move towards enterprise-wide partnerships, and we want another 5–10 customers heading in the same direction over the next 12 months.

That’s where you come in.

We’re looking for a Head of Customer Success who can lead and develop our Customer Success function as we scale, raise the capability of the team and build the structure needed to make great enterprise customer management repeatable.

You’ll still be close to our customers, owning a small number of strategic accounts and role-modelling what great looks like, but this is fundamentally a leadership role. You’ll be responsible for developing the team, improving performance and building a scalable Customer Success function that can support the next stage of Sensat’s growth.

You will have commercial responsibility for the existing customer base, NRR and GRR.

🛠️ What you'll be doing

Leading, Building and Developing the Function

- Lead our Global Customer Success function, setting clear direction, expectations, creating accountability and r aising the standard of enterprise customer management across the team.
- Develop the capability of the function through regular coaching, feedback and clear performance expectations, helping people become stronger strategic and commercial customer partners.
- Coach the team through complex accounts, senior stakeholder relationships and commercial conversations, while role-modelling what great looks like through your own accounts.
- Build a scalable Customer Success ****function, putting the right structure, ways of working and operating rhythm in place to support Sensat as our customer base and ambitions grow in scale.
- Be the ‘voice of the customer’ and champion a Customer Centric culture within Sensat

Growing our Enterprise Accounts

- Own and grow a small portfolio of strategic customers, turning strong relationships into larger, enterprise-wide partnerships.
- Build trusted relationships with senior and C-level stakeholders, uncovering new use cases and expansion opportunities through strategic account planning and commercially meaningful QBRs.
- Help us focus on the right customers by tiering our portfolio and ensuring our highest-potential accounts receive the right level of partnership.

Building How We Work

- Build a clear understanding of the value Sensat is delivering within each strategic account and use that evidence to strengthen executive relationships, increase adoption and create credible expansion cases.
- Create practical playbooks and frameworks across account planning, QBRs, customer steering committees, adoption and expansion & introducing structure without unnecessary bureaucracy.
- Put the right metrics and visibility in place across customer value, account health, expansion pipeline and risk.
- Work closely with Product and the wider business to make sure customer insight is captured properly and used to inform decisions.

💭 You might be the kind of person we’re looking for if...

You’ll probably bring:
- Strong experience leading and developing a customer success or customer partnerships teams, improving performance, raising capability and creating accountability.
- Experience building or evolving a customer function, introducing the processes, frameworks and ways of working needed to support scale.
- A strong track record of managing, maintaining and growing complex, high-value enterprise B2B SaaS accounts, with evidence that you’ve expanded existing customers in ARR, not simply retained or supported them.
- Experience leading a customer-facing team, improving performance and holding people accountable while continuing to develop them.
- The ability to build useful processes and frameworks that people genuinely adopt.
- Confidence building C-level relationships and running strategic, commercially focused QBRs.
- A data-led approach, alongside the technical credibility to understand complex products and translate them into clear business value.
- Experience setting up, managing and using technologies such as Planhat, HubSpot or similar customer success and CRM platforms.
It would be a bonus if you have experience:
- Working within infrastructure, energy, utilities, construction or another complex industry.
- Supporting international growth, particularly within the US.
- Public speaking experience.

## 🌱 You’ll thrive here if...
You’re a commercially minded functional leader who is comfortable building while doing. You can set the direction for a team, raise performance and create the structure needed to scale, while still staying close enough to customers to role-model what great looks like.
You’ll happily run the QBR when needed, coach someone through a difficult conversation and create the playbook that helps the whole team do it better next time. You’re direct, curious and focused on creating structure that improves performance, not process for the sake of it.
## 🤝 Why Sensat?
We build technology that helps infrastructure organisations make better decisions across some of the world’s most important projects.

You’ll have genuine ownership, direct access to senior leadership and the opportunity to shape and lead how Customer Success operates as Sensat enters its next phase of growth.

If building something lasting excites you, we’d love to hear from you.

Benefits

💷 Salary Information: £80,000 - £90,000 base salary as well as performance-related bonus scheme (20-25% based on team and account growth metrics)
📈 Share in Our Success: When Sensat succeeds, so will you, with significant equity share options giving you the opportunity to share in the company's long-term success. 🏝️ Time to Switch Off: Enjoy 30 days' annual leave, in addition to UK bank holidays, giving you plenty of time to properly switch off and recharge. 🏡 Flexibility That Works: We offer a flexible working environment, giving you the freedom to balance time in the office with working remotely. 🎓 Keep Learning: You'll receive a £500 annual personal development fund to invest in courses, books, conferences or anything else that supports your learning and growth. ❤️ We've Got Your Back: We care about making essential healthcare more accessible and affordable. Our BHSF health and wellbeing cash plan offers up to £1,700 cashback annually towards a range of everyday healthcare costs. 🧠 Mental Health Matters: You'll have immediate access to mental health support through Spill, giving you confidential professional support whenever you need it. 👨‍👩‍👧‍👦 Support for Every Stage of Life: We offer enhanced Family Leave to support you and your family during some of life's biggest moments. 💻 Everything You Need: We'll set you up with a MacBook, mouse and keyboard, plus £250 towards your home-working setup, so you've got what you need to do your best work. 🏢 Workspaces You'll Love: Our Fora office membership gives you access to brilliant workspaces, including gyms, fitness classes, events and dog-friendly offices. 💰 Invest in Your Future: Our pension is provided through Penfold, with a 3% employer contribution and 5% employee contribution, with the option to increase your own contributions. 🚴 Everyday Extras: You'll also have access to practical benefits including our Cycle to Work scheme, season ticket loans, eye-care vouchers and Payroll Giving. 🎉 More Than Work: We make time to have fun together with regular team and social events. We've been to the theatre, gone go-karting, hosted movie nights, watched the London Symphony Orchestra, tried line dancing and even tackled a murder mystery.
At this time, we are only able to accept applications from those who have a right to work in the United Kingdom. Our office is in Old Street, London.
Equality, Diversity and Inclusion We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace. We welcome applications from all individuals regardless of age, disability, gender, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex or sexual orientation. All employment decisions are made on the basis of qualifications, merit, and business need, and our recruitment processes are conducted in accordance with the Equality Act 2010. If you require any adjustments during the recruitment process, please let us know.