Head of Customer Success

Role Overview

• Own the Customer Lifecycle (Directly)
• Manage a few key customer relationships personally, including exec sponsorship, adoption, renewals, and expansion
• Act as the primary escalation point for at-risk or high-value accounts
• Run QBRs and customer check-ins where needed (not fully delegated)
• Track and act on churn, NRR, and customer health score. Use platform usage data and AI-driven analytics to identify at-risk accounts early and surface expansion opportunities
• Lead & Execute Implementations (Professional Services Focus)
• Overall responsibility for all implementations and onboarding projects end-to-end
• Act as lead project manager on complex or high-risk deployments
• Define and manage scope, timelines, and delivery expectations
• Create just enough structure (templates, plans) to ensure consistency
• Balance speed vs. quality vs. customization in delivery
• Run Customer Support (Lean & Practical)
• Oversee daily support operations across a small team
• Step into tickets escalations directly when needed
• Ensure SLAs, response times, and customer satisfaction are met
• Analyse and identify root causes of recurring issues, and secure fixes by the R&D team
• Drive improvements that reduce support volume over time, including the adoption of AI tools
• Commercial Value
• Define and evolve pricing, packaging, and discounting together with the Pricing Committee working with the Product Manager
• Support renewals, upsells, and deal structuring alongside Sales and the Customer Success Manager
• Ensure services and custom work are scoped and priced profitably
• Use real delivery data to improve margins and efficiency
• Leverage customer insights to develop new services and expand the service catalogue over time
• Champion the commercial potential of Flexigrant’s data assets and help customers understand and adopt AI-powered automation, analytics and insights services built on the platform’s rich grants data
• Influence pricing strategy using real customer insights in collaboration with the Pricing Committee
• Lead a Small Team
• Manage a small team across CS (x1), PS (x2), and Support (x1)
• Set clear priorities and step in where capacity or capability is lacking
• Hire carefully and maintain a high bar with minimal layers
• Build simple processes that enable execution without bureaucracy
• Drive the AI-First Agenda
• Internally and for Customers
• Identify and implement opportunities to use AI to streamline workflows, including:
• Customer onboarding and communication
• Support ticket handling and knowledge management
• Customer Success adoption of contracted product features and modules
• Internal reporting and analysis
• Customer-facing data insights, benchmarking, and AI-powered reporting drawn from Flexigrant’s grants data
• Reduce manual work and improve scalability through automation and tooling
• Act as a champion of practical AI adoption, embedding it into daily team operations
• Continuously evaluate new tools and approaches to improve team productivity and customer experience
• Be the voice of the customer in shaping Flexigrant’s AI automation and data insights product roadmap, feeding back what customers need and validating new AI features before launch
• Make the Function Work End-to-End
• Ensure smooth handoff from Sales → Implementation → Live → Support
• Work closely with Product/R&D to resolve issues quickly
• Prioritise what matters most each week in a resource-constrained environment
• Focus on highest-impact improvements rather than trying to optimise everything at once

Requirements

• Strong experience in Customer Success and/or Professional Services in SaaS
• Proven track record in a hands-on role managing implementations or projects
• Experience leading small teams while remaining highly operational
• Commercial acumen, including pricing, scoping, or deal support
• Demonstrated ability to use AI tools to improve productivity or workflows
• Data-literate and excited about helping customers extract insights from their data. You don’t need to be a data scientist, but you should understand the value of data-driven decision-making and be able to articulate it to customers
• Comfortable working in a lean environment with limited resources
• Willingness to personally handle projects, customers, and escalations