Is this you? A seasoned leader in Customer Success with experience in loyalty technology or enterprise-level Account Management within a marketing agency. A strategic thinker with a deep understanding of customer engagement, retention, and loyalty strategies. A data-driven problem solver who can analyse trends, uncover insights, and translate them into actionable strategies that drive measurable results. A proven people manager, capable of leading and scaling a high-performing Customer Success team. A trusted advisor to clients, comfortable engaging at C-suite and senior stakeholder levels, ensuring long-term strategic success. Commercially astute, with a strong ability to identify growth opportunities and drive revenue expansion within accounts. Passionate about delivering world-class client experiences and continuously optimising loyalty programmes for maximum impact. A natural leader, eager to take full ownership of the Customer Success function and shape its strategy as the company scales. About Propello Cloud Propello Cloud is a leading SaaS loyalty and rewards platform, helping brands drive acquisition, engagement, and retention through innovative reward programmes. Our clients include household names such as HelloFresh, Lebara, Skyscanner, and JD Sports, and we continue to expand rapidly across the UK and international markets. We are a fast-growing tech company with a strong culture built around trust, flexibility, and collaboration. We empower our team to contribute ideas, take ownership, and help shape the future of our products and services. Requirements About the Role As Head of Customer Success, you will lead and scale the Customer Success function, ensuring the success, retention, and growth of enterprise clients. You will define best-in-class processes, build strong client relationships, and drive commercial success across our portfolio. Key Responsibilities: Lead, mentor, and grow the Customer Success team, establishing best practices and ensuring world-class client experiences. Act as the senior strategic advisor to our key enterprise clients, guiding them on best practices in loyalty, engagement, and retention. Oversee the end-to-end client lifecycle, from onboarding and implementation to ongoing programme optimisation and renewal. Drive client retention and growth, identifying opportunities for upselling and expansion within accounts. Own and enhance Customer Success processes, ensuring seamless execution of loyalty strategies. Develop high-impact QBRs and engagement frameworks to drive measurable improvements in client KPIs. Work closely with Sales, Product, and Partnerships teams to align customer needs with Propello’s product roadmap and overall strategy. Serve as the voice of the customer, advocating internally for feature enhancements and service improvements. Monitor programme performance, analyse key metrics, and implement data-driven strategies to optimise client success. Manage and oversee key enterprise accounts, ensuring their loyalty programmes deliver strong ROI. The Ideal Candidate… 7 years experience in Customer Success, Account Management, or Client Services, ideally within a loyalty tech, marketing tech (MarTech), or enterprise SaaS environment. Experience in building and managing a Customer Success team within a high-growth SaaS company. Deep knowledge of customer engagement, loyalty, and retention strategies. Proven track record of driving account growth and retention, with experience in upselling and renewals. Strong commercial mindset, able to balance client needs with business objectives. Highly analytical, with the ability to interpret data, track key KPIs, and drive insights-led decisions. A strong communicator, confident presenting to C-suite stakeholders and enterprise clients. Experience leading QBRs & Negotiations, adept at balancing customer expectations while ensuring company goals are met. Exceptional organisational skills, capable of managing multiple high-value client relationships effectively. Passionate about developing people, with experience mentoring or leading a team. Benefits What’s in it for you? The flexibility of remote work, with an optional workspace in Manchester. A leadership position in a rapidly growing SaaS scale-up, playing a key role in shaping its future. A competitive base salary with performance-based incentives. The opportunity to work with globally recognised brands across multiple sectors. A chance to build, mentor, and develop a high-performing Customer Success team. Clear pathways for career growth, with potential to step into a Director/VP role as the company expands. The Package Competitive salary performance-based incentives. Remote-first role, with an optional hybrid workspace in Manchester. Profit share and company share options. Pension scheme. Generous holiday entitlement. Regular social events. Access to our full suite of rewards. Health cash plan. How to Apply If you're ready to lead, inspire, and elevate our Customer Success function, we'd love to hear from you. Send your CV and cover letter to markcamppropellocloud.com