Head of Customer Success

Celerity is a leading UK-based managed services provider, delivering expert solutions in hybrid cloud, cybersecurity, IT infrastructure, and data protection. With over 20 years of experience, we empower organisations to simplify complex IT environments through secure, scalable services that enhance operational efficiency and support long-term growth.

Our success is driven by deep technical expertise, a culture of innovation, and a relentless commitment to excellence. We pride ourselves on fostering a collaborative and supportive workplace where integrity, continuous learning, and shared success are at the heart of everything we do.

As we continue to grow and evolve in a fast-moving technology landscape, we’re looking for motivated individuals to join our team — people who are passionate about making an impact and delivering exceptional service through cutting‑edge solutions.

About the Role

As Head of Customer Success, you will take the lead in being the voice of our customer base. You’ll own the customer success processes, engage internally with other function leaders, drive best practice, and report to our C‑Suite team on customer satisfaction and retention.

This position will be a full‑time, permanent role, with remote home‑based working.

Key Responsibilities

• Leading a small Customer Success team (two CSMs)
• Managing all Customer Success processes, and continually looking for ways in which to improve them
• Driving and leading CSAT
• Acting as CS point of contact for senior leadership and board updates
• Working closely with Sales, Marketing, Service Delivery and Solutions leaders and teams to enable a smooth customer journey from end to end
• Managing HubSpot as the CS source of truth
• Driving data hygiene and managing CS reporting
• Leading hands on with any customer escalations, in person meetings, or strategic workshopping

Key Requirements

• Solid customer facing experience from Customer Success or Account Management within either MSP or SaaS environments
• High experience in building both internal and customer-facing relationships
• Excellent ability to build strategic success plans with customers, and work with them to achieve satisfaction
• Experience of managing a small Customer Success or Account Management team
• Strong experience of working from small all the way up to enterprise size customer bases
• Experience in utilising tech tools to drive automation and efficiency
• Knowledge of Customer Success innovation, best practices, and ability to leverage internal resources to drive efficiencies across Customer Success processes
• Have a great attitude, hard-working and ambitious
• Self-starter with an appetite to learn quickly
• Comfortable working in a hybrid environment

Company Benefits

• Electric Vehicle Salary Sacrifice Scheme
• Home & Tech Salary Sacrifice Scheme
• Cycle to Work Salary Sacrifice Scheme
• Health Care Cash Plan, with NHS backed wellness app
• Life assurance
• Training courses
• Company events
• Hybrid working environment
• Schroders personal wealth (Financial Wellbeing)
• Committed to being a 'Menopause and Menstruation Friendly Employer'

If you feel that you meet the above criteria and are interested in working as part of a fast moving, expanding company with excellent benefits, please email a copy of your current CV with covering letter to:careers@celerity-uk.com .