Head of Revenue Management and Customer Success

Head of Revenue Management and Customer Success

Location: Glasgow office. Hybrid, with Monday and Thursday as office anchor days and home working the rest of the week.

Reports to: Steven McIntosh, VP Global Sales

Salary: Competitive with uncapped commission structure

The role

This is a key management role reporting to the VP Global Sales. You'll own our Revenue Management and Customer Success function end to end: its strategy, its performance and its growth. You'll be accountable for retention and expansion revenue across a customer base worth around £20m a year.

We're looking for someone who takes real ownership. You'll set the direction for the function, make the decisions and deliver the results, combining clear strategic thinking with strong operational execution.

This is an opportunity to shape the function's direction, processes and culture, and to grow the team as the business scales.

What you'll do

Own retention and the health of the customer base

• Own retention and renewal performance across the customer base, with full accountability for the number.
• Build a robust risk management framework, including customer health indicators, renewal forecasting and clear escalation.
• Develop deep insight into the customer base, what drives retention and where the commercial opportunities are, and use it to shape strategy.

Drive commercial excellence

• Champion a consultative, solution and value-led approach to account management, built on a deep understanding of each customer's business.
• Raise the standard of proposals, renewals and commercial conversations.
• Challenge the status quo and find better ways to grow accounts.

Create an upsell strategy and pipeline

• Define what we upsell, to whom and why, and turn it into a clear plan the team can follow.
• Build and manage a healthy expansion pipeline in HubSpot, with accurate forecasting.

Lead and develop the team

• Lead, coach and develop two Revenue Managers and a Senior Customer Success Manager and shape the team's growth as we scale.
• Set and embed a structured, tiered account engagement model across the customer base.
• Work from the Glasgow office alongside the team, building strong relationships and a culture of ownership, pace and accountability.

Run the function with discipline

• Own the team's scorecard and KPIs, including retention, contact within cadence, at-risk accounts and expansion pipeline.
• Keep HubSpot accurate and use the data to make decisions.
• Run the weekly, monthly and quarterly team rhythms, and give clear, honest reporting to the VP Global Sales.

What success looks like in your first year

• A clear strategy for the function, with a structured engagement model embedded across the customer base.
• A robust risk management framework that strengthens retention and renewal performance.
• A defined expansion strategy and a growing, well-forecast upsell pipeline.
• A high-performing team with clear standards and development plans.
• HubSpot established as a reliable source of truth for customer and revenue data.

About you

Essential

• A proven leader of account management and/or customer success teams in a B2B, recurring-revenue business.
• A doer with a track record of turning plans into measurable results.
• Strong commercial instincts, with experience of solution and value-based selling.
• Experience building retention, at-risk and expansion processes.
• Comfortable with data, KPIs and CRM, ideally HubSpot.
• A coach who sets high standards and holds people to them, while building a positive team culture.
• Able to work from our Glasgow office on anchor days and spend time with the team.

Nice to have

• Experience in IoT, telecoms or connectivity. This is not required. We care more about operational excellence and leadership than sector background.
• Experience building a function from an early stage.

Why join us

• A real chance to shape and grow a function, with backing from senior leadership.
• A loyal customer base with plenty of room to grow.
• Flexible working, with two anchor days a week in the office.

Benefits:

• Flexible, hybrid (2 Days in our Glasgow Office)
• 25 days holiday
• 7% employer pension contribution
• Access to comprehensive health and dental plans
• Health assessment
• Life Assurance
• Group Income Protection