Head of Customer Success

About BowimiBowimi is a fast-growing B2B SaaS company that is revolutionising how consumer brands sell their products and manage their field teams. Our platform empowers sales teams to capture, organise, and act on data in real time - replacing outdated spreadsheets and clunky software with modern tools built for today’s market.With over 250 companies across 15+ countries already using Bowimi, we’ve built a loyal customer base that includes some of the hottest names in the sector; Tenzing, Jaegermister, Beavertown, KIND, Lucky Saint, Vita Coco - plus one of the largest global drinks brands (though we can’t share their name just yet 👀).We were even shortlisted for SPARKies Scaleup of the Year award for 2024 although we didn’t win any silverware this time…As we enter our next phase of growth, we’re looking for an exceptional Head of Customer Success to scale the function, elevate our enterprise relationships, and turn CS into a key driver of growth.The RoleWe have a fantastic customer success team at Bowimi and they have played in a huge role in our success up until now (our Trustpilot reviews don’t lie!). However, as we move into a new, very exciting stage of expansion, we need to evolve from a customer support function into a modern, Saas customer success team.This is a fantastic opportunity for someone who wants to lead their own team and have genuine influence in the direction of a fast-growing business.What You’ll Be DoingOwn the Customer Success strategy - build and implement scalable playbooks, processes, and success frameworks.Drive retention and expansion - create revenue opportunities by identifying upsell/cross-sell potential and increasing adoption.Lead and grow the CS team - hire, mentor, and develop a high-performing function.Enhance onboarding & adoption - design a world-class onboarding journey for both SMB and enterprise customers.Be the voice of the customer & liaise with development team - gather insights, advocate for product improvements, and close the feedback loop.Manage key accounts - personally lead relationships with enterprise customers and senior stakeholders.Implement data-driven operations - own CS metrics, reporting, and KPIs.Champion tools & automation - optimise our CS tech stack and drive efficiency at scale.What We’re Looking For✔ 4–7 years of experience in B2B SaaS Customer Success, Account Management, or similar.✔ Proven experience building or scaling a CS team in a high-growth environment.✔ Strong leadership and coaching skills - you know how to build teams, not just manage them.✔ Experience owning commercial outcomes - retention, expansion, and NRR.✔ Comfortable engaging with C-level stakeholders at enterprise accounts.✔ Highly organised, Data-driven and process-oriented - you use metrics to guide strategy.✔ A builder - excited to create playbooks, frameworks, and processes from the ground up.✔ Thrive in a scale-up environment - adaptable, proactive, and resourceful.What You’ll Get🌴 34 days holiday (incl. bank holidays) + 1 extra day for your birthday💻 Work laptop & second screen🏡 Hybrid working – 3 days in our London Bridge office🏥 Free Company Healthcare - through Vitality🚆 Team away days to our Bath office🏥 Free private healthcare and a series of perks such as half-price gym membership through Vitality (see more here)🎉 Regular socials & team activities🎁 Lots of free samples from our amazing customers🚀 The opportunity to shape the future of Customer Success at BowimiAnd much more…Sounds like your dream role?This isn’t just about managing customers. It’s about building the Customer Success engine that powers Bowimi’s growth. You’ll have autonomy, resources, and support from leadership to make a real impact - not just internally, but across some of the most exciting consumer brands in the world.If you think you fit the bill for this role, then please apply!