Head of L&D Service Delivery & Customer Success

Head of L&D Service Delivery & Customer Success

Compensation: £60k+ (depending on experience) + performance related bonus + early-stage equity (EMI scheme)

Overview

Are you an entrepreneurial individual that’s looking to play a pivotal role - that comes with genuine founding equity - in an ambitious young company helping humans work their best lives?

At Prime8 Academy, our mission is simple: to help fast‑paced companies power up productivity and unlock hidden value in every employee. When people are set up for success - with the right onboarding, the right skills, and the right culture - businesses don’t just perform better, they thrive. We don't use AI to replace people; we use it to enhance human connection.

We are a new kind of learning and development partner for modern businesses. Our People Optimisation System (OS)™ combines GenAI, science‑backed training, and a people‑first philosophy - delivered through a seamless learning platform, in‑person workshops, and fully managed service.

We are a customer‑centric, well‑funded start‑up with solid foundations, a proven model, and strong traction in the market. Everything we do is built around delivering a world‑class customer experience for our B2B clients, from onboarding and training through to ongoing partnership and measurable business impact. Backed by a world‑class team with proven track records, we are now building for growth.

Prime8 is young, driven, in demand and just getting started. We are looking for people who love a challenge, are full of initiative and want their work to make a positive difference to the lives of others.

The Role: Shape the Future of Work with Us

As our Head of Service Delivery, you’ll be both a hands‑on builder and a future leader. You’ll work directly with the CEO and co‑founders to shape how Prime8 delivers for clients and how the company scales. This is not just a delivery role - it’s your chance to help define how a start‑up is built and grows. You will own delivery excellence today, while helping architect the systems, processes, and culture that will power Prime8 for tomorrow.

What you’ll be doing:

• Manage onboarding and delivery for B2B clients (LMS setup, branded content, training programmes, workshops, and client communications).
• Ensure a consistent world‑class customer experience across all delivery touchpoints.
• Be hands‑on with our cutting‑edge tech stack (LMS platform, CRM systems, HRIS integrations, SSO/Active Directory connections, AI video content tools, course authoring, and more).
• Design and streamline processes, creating scalable SOPs and operational excellence standards.
• Track and prove client impact (e.g., faster onboarding, engagement uplifts, productivity gains, eNPS).
• Support sales and growth: introductions, proposals, case studies, and market‑facing content.
• Collaborate closely with sales to support B2B solution selling and seamless client handovers.
• Jump in where needed across admin, ops, and delivery support – you’ll be central to the team, making a tangible impact from day one.

About You: A Visionary Builder with an Ownership Mindset

We’re looking for someone who blends strategy with execution: ambitious, entrepreneurial, and hands‑on.

• Minimum 5 years experience in B2B delivery, operations, or customer success, ideally within a managed service or SaaS environment.
• Operational experience with LMS platforms (preferably Absorb) and related learning technologies.
• Strong technical fluency – able to master new platforms and integrate systems (LMS, CRM, HRIS, SSO, etc).
• Understanding of B2B solution selling and how operational excellence supports commercial success.
• Excellent organisational and execution skills; able to perform in fast‑paced environments.
• Extreme ownership mindset: you see problems before they happen, and you fix them.
• A builder’s mentality: you can create order out of chaos and enjoy designing effective systems and workflows.
• Mission‑driven: you care about improving workplace culture and people’s lives.
• Bonus: experience in eLearning, content creation, or video production.

What We Offer: Beyond a Job, a Journey!

• Competitive salary (£60k+ depending on experience).
• Performance bonus tied to company growth and customer success.
• Early‑stage equity options under the tax‑efficient EMI scheme – become a true owner of the business.
• The opportunity to be a founding hire with visibility at board level.
• Exposure to every part of the start‑up journey (sales, delivery, ops, strategy).
• The pathway to grow into a senior leadership role as the company scales.

Why This Role?

• A rare chance to join a well‑funded, customer‑centric start‑up with real market traction.
• Full ownership of your work – autonomy, impact, and the chance to build something truly remarkable.
• A leadership trajectory: you’ll grow as the company grows, shaping your career path with us.
• A meaningful equity package that makes you a true owner of the business.

Interested? Intrigued? Inspired? Let’s talk!

Senior Details

• Seniority level: Director
• Employment type: Full‑time
• Job function: Human Resources
• Industries: Human Resources Services

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