Head of CSM - Adopters

Key Highlights:

• Job Title: Head of CSM - Adopters

• Location: Gateshead or Paris, hybrid working

• Reporting to: Head of Customer Experience (Marc Shepherd)

🗯️ About Us

Founded in 2010 in Durham, UK, SaleCycle helps e-commerce brands grow in the digital age through innovative solutions that drive engagement, boost conversions, and deliver long-term value. Our mission is to spark positive change in the digital space, powering measurable success for our clients and partners around the world.

Today, SaleCycle is part of an expanded, full-funnel conversion platform following the acquisition of BEYABLE, a fast-growing Paris-based technology company specialising in on-site personalisation and behavioural optimisation. Together, we help brands convert more visitors by understanding intent in real time, personalising the on-site experience, and re-engaging users across channels, including email, SMS, WhatsApp and RCS.

Headquartered in the North East of England with a strong and growing presence in France, we’re an international team united by a shared ambition to build one of Europe’s most advanced conversion platforms and redefine how brands turn visits into value.

At SaleCycle, we’re built for the bold, curious minds, problem-solvers and go-getters who thrive on tackling complexity and creating real impact. We don’t shy away from the unknown; we embrace it, turning challenges into opportunities.

And none of this works without our people. They’re at the heart of everything we do, shaping our culture, driving our innovation, and helping us grow stronger together.

✨ Our Values

At SaleCycle, we care about people; it’s our top priority. We prioritise well-being, growth, and innovation, continuously pushing boundaries as a team and a company.

• Continuous Innovation: Collaborate, innovate, and celebrate!

• Premium Execution: Excellence Delivered Every Time!

• High Curiosity: Embrace your inner child—ask why and listen!

• Proactive Collaboration: United, we work together and lead the way!

• Ultimate Passion: Infuse passion into every action!

🏢 Job Summary

We are seeking a skilled and motivated Head of Customer Success to manage and lead a team of Customer Success Managers (CSMs) while driving excellence in client relationships, retention, and growth. This leadership role focuses on overseeing team performance, aligning the team’s efforts with organisational goals, and maintaining a strong focus on delivering value to clients, identifying risk and preventing churn. The Head of Customer Success will support their team in managing portfolios, addressing escalations, and ensuring the adoption of scalable processes that enhance client outcomes and team efficiency.

🛠️ Key Responsibilities

Customer Success Operations & Portfolio Health

• Own the operational effectiveness of the Customer Success function, implementing and refining processes and tools that enable consistent, scalable delivery.

• Ensure strong CRM discipline and data accuracy across the team to support reporting, visibility, and data-driven decision-making.

• Actively manage the value, health, and risk profile of the team’s client portfolio, identifying revenue risks, resolving challenges, and proactively preventing client churn.

• Identify operational gaps and continuously improve ways of working to increase efficiency, clarity, and impact.

Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer Success Managers, providing clear direction, support, and accountability.

• Conduct regular one-to-ones and performance reviews, ensuring individual objectives and KPIs are clearly defined, tracked, and achieved.

• Create a high-performance, collaborative environment where expectations are clear, and delivery standards are consistently met.

• Ensure the team is meeting agreed KPIs across retention, portfolio health, client engagement, and service quality.

Client Relationship Oversight & Escalation

• Oversee the team’s management of client relationships, ensuring strong stakeholder engagement and proactive account management.

• Encourage meaningful client interaction, including regular strategic touchpoints and face-to-face meetings where appropriate.

• Act as an escalation point for complex or high-risk client issues, driving timely resolution and protecting long-term revenue.

• Support the team in delivering tailored solutions that align with client goals while reinforcing value and outcomes.

Retention, Revenue Protection & Growth Identification

• Drive a strong retention mindset across the team, with clear ownership of churn prevention and revenue protection.

• Ensure early identification of revenue risks, paused activity, and at-risk accounts, implementing mitigation plans where required.

• Support the team in identifying potential growth opportunities within existing accounts and ensuring these are raised internally.

Financial & Commercial Collaboration

• Work closely with the Finance team to support the resolution of aged debt and late payments.

• Ensure the Customer Success team understands their role in billing accuracy, commercial awareness, and cash collection support.

• Maintain visibility over commercial risk within the portfolio and escalate where appropriate.

Performance Tracking & Client Engagement

• Track and review KPIs across retention, portfolio value, revenue risk, client health, team performance, and client engagement.

• Use data and client insight to drive action and prioritise meaningful customer interaction, including face-to-face engagement.

• Provide structured updates to senior leadership on performance, risks, and engagement activity.

Skills & Experience

• Minimum of 6+ years’ experience in Customer Success, Account Management, or a related role, with at least 3+ years in a people management position.

• Strong track record managing portfolio health, retention, and revenue risk.

• Experience working with KPIs, operational reporting, and CRM tools such as HubSpot.

• Excellent communication, stakeholder management, and leadership skills.
  

✨ Nice to have

• Familiar with operating in an ISO27001-certified environment.

🔎 What We Look For in Every Hire

At SaleCycle, we hire for values as much as for skills. Here’s what defines our team:

• Purpose-Driven – You care about impact and helping brands succeed

• Collaborative - You value feedback, communication, and shared success

• Accountable – You take ownership and deliver high-quality outcomes

• Curious – You ask questions, seek feedback, and never stop learning

• Innovative – You look for better ways to solve problems

• Passionate – You bring energy, commitment, and pride to your work

🎁 Perks & Benefits

We value our employees at SaleCycle, so we offer great benefits, perks and incentives in addition to a competitive salary.

🍴 A kitchen and a large common area are available for friendly lunch breaks.

😊 A multicultural environment, even within the Paris office.

💳 The Swile card to help cover your lunch expenses.

🩼 Full coverage of the Alan health insurance plan.

🎂 A day off on your birthday.

🌴 Additional leave based on seniority.

🎉 Regular events and after-work gatherings.

⏱ Two remote work days per week.

💻 Up to 28 days of remote work from abroad per year.

🧘 A monthly "well-being and engagement" budget for each employee.

🚨For all our perks, please visit our website

🔍 Hiring Process

For more information on our recruitment process, please see our recruitment page

🗯️ Support & Equal Opportunities

If you have a medical condition or require adjustments to our process, let us know so we can support you and ensure you have the best possible interview experience.

We are an equal opportunities employer and value diversity. We do not discriminate based on race, religion, gender, nationality, sexual orientation, marital status, disability, or age.

🚀 Interested? Apply now!

We’d love to hear from you! If you’re excited about this opportunity and want to be part of a fast-moving, innovative team, apply today.

As part of our recruitment process, successful candidates are subject to a DBS check. This cost is covered by SaleCycle.