Role : Head of Customer Success
Reporting To : Head of Revenue
Salary : £80,000 – £90,000 DOE | OTE ~ £100k
Working Location : Hybrid/ London (2 – 3 days a week on site at our Old Street office)
PropTech | SaaS | Customer Success
🏢 About Searchland
Searchland is a high-growth, B2B prop-tech company transforming how businesses and individuals access and leverage property data. Our platform empowers property developers, land agents, architects, and planners with real-time insights, helping them make smarter, data-driven decisions when acquiring and developing land.
In just six years, we’ve built one of the UK’s most advanced property data pipelines, integrating thousands of data sources and processing terabytes of information with less than 24-hour latency. Our cutting-edge platform is shaping the future of property intelligence.
About The Role
We’re looking for a Head of Customer Success to own and scale the entire Customer Success function at Searchland.
This is a step beyond running a team. You’ll set the strategy, operating model, and commercial standards for how we retain, grow, and advocate for our customer base , spanning onboarding, adoption, renewal, and expansion.
You’ll be accountable for the retention numbers that sit at the heart of the business: Gross Revenue Retention and product usage. You’ll design the tiering model, the playbooks, and the health framework that make those numbers predictable rather than reactive – and you’ll build the team capability to execute against them consistently.
You’ll act as the executive sponsor for our most strategically significant accounts, the senior voice for the customer inside the business, and a genuine commercial partner to Sales, Product, and Marketing.
This role suits a commercially fluent CS leader who has built or substantially matured a function before – someone who can operate at strategy and board-reporting level while staying close enough to the detail to coach, intervene, and raise standards.
What You’ll Do
- Function Strategy & Ownership
- Own the Customer Success strategy end to end – the operating model, segmentation and tiering, coverage ratios, and engagement standards across the full customer base.
- Design and embed the playbooks governing onboarding, adoption, health monitoring, renewal, and expansion – moving the function from individual judgement to repeatable, measurable practice.
- Own the function’s KPI framework, operating cadence, and reporting rhythm, alongside the CS tooling roadmap that turns health and usage data into action.
- Commercial & Retention Accountability
- Hold full accountability for Gross Revenue Retention and usage scores across the entire business..
- Own the renewal forecast, building accuracy and commercial discipline into how the team assesses risk and positions value ahead of every renewal.
- Establish expansion as a core CS output with a meaningful, forecastable contribution target.
- Use portfolio-level data to identify systemic churn drivers and adoption gaps, and direct intervention accordingly.
- Act as the final escalation point for at-risk or commercially sensitive accounts, stepping in personally where retention or reputation is exposed.
- Executive & Cross-Functional Influence
- Represent Customer Success at leadership level with clear, data-backed insight on retention performance, customer risk, and growth opportunity.
- Act as an advocate for strategic accounts, building senior customer relationships and representing Searchland credibly at that level.
- Partner with Sales on handover quality and account planning, Product as the definitive voice of the customer, Marketing on advocacy and references, and Finance on retention forecasting.
- Lead, develop, and grow a team and set the cultural tone for CS – high standards, accountability, and morale maintained under commercial pressure.
🎯 Essential Experience
- Right to work in the UK – we cannot offer sponsorship for this role
- Substantial Customer Success experience in B2B SaaS, including proven leadership of a CS team.
- Demonstrable ownership of retention and expansion metrics – GRR, NRR, Net MRR Churn – with evidence of moving them.
- Experience with SMB SaaS environment and Enterprise SaaS Environments
- Track record of building or materially maturing CS process: playbooks, health scoring, tiering, or renewal frameworks.
- Strong commercial instinct – comfortable owning a forecast, negotiating renewals, and handling difficult commercial conversations.
- Genuinely data-led: able to interrogate usage and portfolio data to find patterns and direct action, not just report on them.
- Credible with senior stakeholders both internally and at customer executive level.
- A coaching leader who raises standards through development rather than escalation alone.
Nice to Have
- Experience in PropTech, data platforms, or a technical/data-heavy SaaS product.
- Experience scaling a function through a period of headcount growth.
- Exposure to both SMB/volume and enterprise/high-touch customer motions.
Interview Process
- Stage 1: An Introductory Interview with our People Team
- Stage 2: A commercial task/assessment followed by an interview with one of our Senior CS Team
- Stage 3 : Final stage interview with Searchland Founders
🌟 Why Join Us?
🌴 Time Off – Rest properly. 37 days off in total, including your birthday and a full Christmas shutdown
🏡 Flexibility & Equipment – we offer flexible and hybrid working as well as WFH equipment provided so you can work well no matter the where
📈 Growth & Development – We invest in your progression with a £500 annual fund to spend on courses, conferences or qualifications.
❤️ Health & Wellbeing – Your health matters. We cover it – physically, dentally and mentally with Vitality private healthcare
🎉 Culture & Perks – We work hard and we celebrate together – food, fun and plenty of team moments including a monthly free lunch and team activities & events
💰 Fair & Transparent Compensation – we always share our salary ranges, progression frameworks and have a salary sacrifice pension scheme
🌍 Our Commitment to Inclusion
We are committed to creating an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We welcome applications from all backgrounds, regardless of race, ethnicity, gender, sexual orientation, disability, age, religion, or any other characteristic. If you require any adjustments during the recruitment process, please let us know – we are happy to support you.
