Overview
Head of Customer Success Jobs in Edinburgh, Scotland, United Kingdom at System C
Title: Head of Customer Success
Company: System C
Location: Edinburgh, Scotland, United Kingdom
Description
At System C, we help organisations across Healthcare, Social Care and Education deliver better outcomes through technology. We’re looking for a Head of Customer Success to lead a proactive, value-led customer success strategy that increases adoption, strengthens retention, and builds advocacy – even when priorities shift and the environment is fast-moving and complex.
What You’ll Be Doing
You’ll shape and deliver a consistent customer engagement framework across product sets and customer segments, ensuring customers get maximum value and a high-quality experience across all touchpoints. You’ll lead a high-performing Customer Success team (including Regional Service Delivery Managers), act as a senior escalation point, and partner closely with Support, Support Operations, Product, Account Management, Commercial and Implementation teams.
Key Responsibilities
- Own and deliver the Customer Success strategy aligned to a centre for customer excellence.
- Build a structured engagement model: success planning, outcome tracking, service reviews, executive relationships and advocacy.
- Lead and develop teams with clear accountability, performance standards and coaching.
- Drive adoption and retention using data-led insight (dashboards, reporting frameworks, trends and themes).
- Own and improve customer satisfaction metrics (including NPS) and feedback loops.
- Champion the customer voice internally to influence product usability, roadmap priorities and service improvements.
- Ensure strong CRM hygiene, consistent playbooks and governance aligned to public sector expectations.
What We’re Looking For
- Proven leadership of Customer Success, Service Delivery or Account Management in software/SaaS.
- Strong track record improving engagement, retention and customer satisfaction.
- Confident influencing at senior/executive level and across functions, challenging constructively with integrity.
- Comfortable operating in regulated/public sector environments (desirable: Healthcare, Social Care, Education).
If you’re motivated by customer outcomes and thrive in ambiguity, apply today.
