Head of Customer Success | London

Job Description

Hours:
Full-time

Introduction

As our Head of Customer Success, you'll lead the function, elevate performance and ensure customers experience measurable, scalable value across our full suite of talent solutions.

The Role

In this senior leadership role, you'll take end-to-end ownership of the Customer Success portfolio, ensuring clients achieve clarity, efficiency and real impact from every engagement. You'll build influential relationships with senior stakeholders across Talent, HR and Brand, acting as a trusted extension of their teams and guiding them through solutions grounded in insight and measurable value.

You'll be responsible for multi-year commercial health and portfolio performance - driving retention, expansion, revenue growth and customer lifetime value. You'll embed MEDDPICC across the function to strengthen qualification, forecasting and commercial decision making.

You'll also champion operational excellence, ensuring work is delivered efficiently and at scale. From QBRs to forecasting rhythms to delivery governance, you'll make sure teams operate with consistency and commercial discipline.

Key elements of the role include:

• Leading the Customer Success function and long-term value strategy
• Building deep, strategic client partnerships at senior and executive levels
• Acting as Executive Sponsor for selected accounts and senior escalation point
• Owning gross profit, segment profit and revenue performance across the portfolio
• Driving retention, expansion and multi-year commercial planning
• Embedding MEDDPICC to strengthen forecasting and consultative practices
• Overseeing capacity planning, scalable workflows and operational governance
• Championing employer brand, advisory, creative, media, attraction strategy and early careers expertise
• Coaching and developing managers and future leaders to build succession strength

Who we're looking for

You'll be an experienced customer and team leader with a passion for commercial performance, operational discipline and building long-term strategic partnerships. You'll thrive in a fast-paced, advisory-led environment where influence, insight and measurable value matter. You'll bring a commitment to diversity, equity and inclusive leadership - shaping a culture that supports high performance and continuous development.

As a minimum, you'll need:

• Senior experience in Customer Success, Account Leadership or Consulting within Talent Acquisition, Employer Brand, HR Tech or people solutions environments
• Proven ability to manage and grow a team and a multi-client portfolio with strong commercial and scalable results, year on year.
• Deep understanding of employer brand, attraction strategy, talent advisory and early careers
• A track record of driving retention, expansion and sustained profit growth
• Proven capability in customer-facing roles involving strategic partnership development
• Experience building scalable portfolio strategies and multi-year commercial plans
• Fluency and confidence applying MEDDPICC or a desire to commit to developing this capability
• Strong relationship-building skills with the ability to influence senior/executive stakeholders
• Clear commercial judgement and the ability to translate insight into actionable guidance
• Coaching experience with the ability to develop leadership and commercial capability in others

Ideally, you'll also have:

• Experience in a matrixed organisation or agency environment
• Background designing or improving customer success frameworks or operating models
• Familiarity with AI-enabled talent solutions or emerging recruitment technologies
• Interest in how automation, AI and data can enhance customer experience, forecasting and operational efficiency

What's in it for me?

As a TMPW employee, you're set to gain so much from being part of our team, including:

• Potential to earn extra through our employee recognition scheme or our performance driven quarterly and annual bonus programmes
• Time off to rest, recover or conquer items on the bucket list through our 27 days holiday (+ 8 bank holidays, pro rata for part time staff) and our holiday purchase benefit
• Great company paid benefits including private medical insurance, health cash plan, life assurance, company pension and access to an Employee Assistance Programme
• Look after your health and get cash back on your everyday healthcare costs with our flexible dental and cash plan benefits or grab some great discounts at your local gym
• A strong care for the community and planet with opportunities to give back and care for our environment with eco-friendly benefits like our cycle to work scheme
• Development plans with customised learning solutions, including tuition reimbursement and degree sponsorship
• A group of diverse, passionate people to socialise and build your career with. We have an AMAZING culture and talented people.

About us

TMPW is the UK and EMEA market leader in Talent Advisory, working across employer brand, insight, media and social, content, communications and creative solutions. We partner with organisations across the full candidate journey, helping them attract, hire and retain talent with greater clarity, confidence and impact.

We combine creative excellence with evidence-led thinking, bringing together advisory and delivery to solve real talent challenges. In 2024, we introduced Outthink, our digital and social-first proposition designed to help clients make better decisions in an increasingly complex talent landscape, including the rapid growth of new technology and AI.

We are one of the largest and most awarded agencies in our market, with ambitious plans for growth. We show up as trusted advisors to our clients, working collaboratively across teams and in close partnership with our RPO colleagues to deliver joined-up, high-impact solutions.

TMPW is part of PeopleScout, one of the world's leading RPO providers and a member of the TrueBlue Inc. Group. We are an equal opportunities employer and welcome applications from all backgrounds, regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Next steps / Call to action

If this sounds like you, we would love to hear from you. Click the apply button, and start your application today!