Head of Customer Success (Dental) - Customer Experience (Group)

Background

Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.Job purpose

We are looking for a high -impact, people-first leader to serve as Head of Customer Success for our Dental customers. This is a senior operational leadership role responsible for delivering customer outcomes across a diverse client base, from digital-led segments to high-touch strategic customers.You will lead and scale a growing team of Customer Success Managers, Executives and Associates. Your focus will be ensuring customers are set up for success, engaged throughout their lifecycle, and retained through timely, value-led interventions. You’ll drive implementation, adoption, maximise retention, and foster long-term customer advocacy.You’ll collaborate closely with Product, Enablement, Sales, and Support, helping to interpret customer data, deliver effective playbooks, and act as the voice of the Dental customer inside the business.Responsibilities

Customer Onboarding and AdoptionOversee onboarding and activation journeys, partnering with sales on smooth handoffs, ensuring new customers reach time-to-value quickly and efficientlyMonitor onboarding performance and product adoption metrics, working with Enablement to interpret health signals and intervene where neededProactively identify and scope/author in-product digital guides to increase adoption and feature utilisationResponsibilities (continued)

Retention, Renewal and GrowthOwn customer retention and renewal outcomes for Dental customers ensuring predictable and timely renewalsImplement churn mitigation strategies and lead the team in managing interventions, playbooks, QBRs, and success plans, ensuring that each customer segment receives the appropriate attention to secure renewals and expansionPartner with sales and marketing to identify cross-sell/upsell opportunities and ensure alignment on retention planningResponsibilities (continued)

Health Metrics and Performance InsightCollaborate with Enablement to refine customer health metrics and define actionable signals for your teamMonitor and report on core KPIs (e.g. NRR, churn rate, CSAT), sharing actionable insight with the VP of SuccessProactively identify segment-level risk patterns and feed into the central forecasting processResponsibilities (continued)

Team LeadershipLead, coach, and develop a high-performing CS team across various engagement tiers (Digital Success, CS Light, CS Full)Provide clear performance feedback and mentoring through Team Leads and direct coachingPartner with the VP and People team to hire, onboard, and retain top talent in line with customer growthResponsibilities (continued)

Customer Advocacy and EscalationAct as a senior point of escalation for complex or high-impact customer concernsChampion the voice of the customer by translating feedback into actionable insight for Product, Enablement, and MarketingEnsure feedback is actioned through your team and that loops are closed visibly with customersResponsibilities (continued)

Cross-Functional CollaborationWork with Enablement on playbook application, renewal cadences, and digital engagement flowsCollaborate with Product on usage patterns, feature engagement, and blockers to adoptionPartner with Sales, Marketing, and Support to ensure cohesive lifecycle deliveryQualifications and Experience

Experience and Knowledge5+ years in Customer Success, Account Management, or Post-Sales within B2B SaaS, with at least 2–3 years in team managementExperience leading teams across digital/pooled CS and high-touch CS deliveryFamiliarity with CS platforms (e.g. ChurnZero, Gainsight, Planhat), product engagement tools (e.g. Pendo), and Salesforce CRMStrong grasp of customer success best practices: onboarding, value realisation, QBRs, renewals, lifecycle playbooks, and team scalingData-driven and analytical mindset — comfortable defining and reporting on KPIs such as churn, retention, NRR, and CSATStrong analytical skills to interpret trends, identify risks or opportunities, and drive insight-led improvements; able to confidently present metrics to senior stakeholdersRelevant degree preferred (e.g. Business, Marketing, or related field); knowledge of the dental or healthcare technology space is a bonus, especially in regulated environmentsSkills and AttributesExcellent people leadership and coaching skills; experienced in managing team leads as well as ICsOperationally strong — comfortable building repeatable processes and optimising team performanceCommercially aware — understands revenue retention levers and can manage to KPIs and risk scenariosHighly empathetic communicator with strong stakeholder management and a calm approach to escalationComfortable interpreting customer data and leading change through insightsAdditional Information

This is a full-time role based Hybrid Central LondonJob type: Full-time, permanent, some out of hour’s work and travel may be required from time to time.Salary: Competitive salary and generous benefitsIncome ProtectionLife AssuranceEnhanced pensionHealth Cash plan28 days annual leave + bank holidaysSick pay schemeA range of flexible benefits available through our Agilio Flex portalHow to apply

If you feel you have what it takes to join our team, we look forward to receiving your application!If you are interested in applying, please email your CV along with a covering letter to ..... full job details .....