We are looking to recruit a Head of Customer Success to drive customer growth, retention, and lifetime value by ensuring customers achieve their desired outcomes through Tunstall’s digital and service solutions. This role is accountable for shaping and delivering our Customer Success strategy across the UK and Ireland, embedding a proactive, insights-led approach that maximises customer adoption, advocacy, and commercial impact.

The Ideal candidate:

To be successful in this role you will have significant experience in a Customer Success, Account Management or Strategic Customer Programmes ideally in SaaS, Health tech or complex solution environments. You will have a proven track record of improving customer outcomes and have experience of leading and coaching high performing teams.

You will be an excellent and confident communicator, both verbally and written, able to engage effectively with c-suite level colleagues, customers and internal stakeholders.

In addition, you will be commercially aware with demonstrable success of turning data into insight, action and impact.

What we offer:

• Competitive salary,
• Car allowance,
• Bonus scheme,
• 25 days holiday + bank holidays,
• Holiday purchase scheme,
• Contributory pension,
• Paid volunteer day to support a cause you are passionate about,
• Private health insurance,
• Enhanced maternity, paternity, adoption and shared parental pay entitlements,
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment and a chance to build a rewarding career.

Your day-to-day responsibilities will include:

• Design and lead a modern Customer Success function focused on value delivery, digital adoption, and account health across all solution segments,
• Build and manage an outcomes-focused team of Customer Success Managers (CSMs) aligned to customer cohorts, not transactional service,
• Define and implement scalable frameworks for success planning, onboarding, renewals, advocacy and health scoring,
• Own the post-sale customer lifecycle from implementation through to renewal, with shared accountability for retention and growth targets,
• Develop executive-level relationships with key customers, operating as a trusted advisor and advocate for their strategic goals,
• Use data to measure and improve customer health, proactively identifying risk and coordinating interventions across functions,
• Collaborate with Sales to support upsell/cross-sell strategies by identifying expansion opportunities within existing accounts,
• Partner with Product and Innovation teams to feed insights into the roadmap based on real customer outcomes and feedback,
• Create and own Customer Success KPIs and dashboards (e.g. adoption, NRR, health score, churn risk, time to value, advocacy),
• Represent the customer success voice in commercial, strategic, and operational planning forums internally,
• Champion a culture of customer obsession, proactive engagement, and commercial accountability across the business.

Knowledge, Skills, and Experience:

Required skills and experience

• Significant experience in Customer Success, Account Management or Strategic Customer Programmes, ideally in SaaS, health tech, or complex solution environments,
• Strong understanding of customer lifecycle, success planning, and customer health management in a B2B context,
• Demonstrable track record of improving customer outcomes, retention and/or Net Revenue Retention (NRR),
• Experience leading a team with a coaching, data-informed and outcomes-oriented approach,
• Commercially savvy, with experience supporting upsell, renewals, and growth planning in collaboration with Sales,
• Confident engaging at C-suite level with customers and internal stakeholders,
• Skilled at turning data into insight, action, and impact,
• Comfortable using tools such as Gainsight, Totango, or other CSM platforms to manage scale and visibility.

Desirable skills and experience

• Experience in the housing, health, social care or digital health sectors,
• Exposure to customer segmentation and tiered success delivery models,
• Familiarity with customer advocacy and reference programmes,
• Working knowledge of outcome-based contracting models.

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of 3,000+ people provide lifesaving and life changing technology and services to millions of customers across 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.