Head of Customer Success (Membership Engagement)
London Hybrid
Up to £50k basic + 20% OTE

Are you in membership engagement or customer success in a supervisory capacity looking for your next step up? Or are you an experienced professional in membership, business intelligence, or sponsorship sales ready to pivot into a strategic customer success role?
This is your chance to join an award-winning association in the tech space, a business experiencing phenomenal growth and consistently recognised for having some of the highest employee satisfaction and retention rates in the industry.

We’re hiring a commercially minded Head of Customer Success/Member Engagement for a player-manager role that’s split 50/50 between leading key client relationships and managing a high-performing engagement team. You’ll be at the heart of member success, driving retention, satisfaction, and value across a thriving, future-focused portfolio.
What You’ll Be Doing

• Manage a portfolio of high-value member accounts, building relationships, delivering strategic plans, and driving retention

• Lead and coach, owning engagement processes and performance

• Oversee member onboarding, renewals, and upsell opportunities through CRM and reporting tools

• Collaborate across departments to ensure members are actively engaged in events, content, and community activities

• Act as the voice of the member internally, sharing feedback to inform continuous improvement

Who You Are

• A proven relationship-builder with 3+ years in customer success, engagement, or B2B account management/sales

• Experienced in both account handling and team leadership (comfortable balancing both)

• Commercially astute with a strategic mindset and strong attention to detail

• Confident communicator with senior stakeholders and a proactive, solutions-focused attitude

• CRM-savvy and comfortable using data to track performance and inform decisions

What’s in it for you?

• Competitive commission scheme

• Excellent benefits including private healthcare, pension, travel insurance, ride-to-work scheme, gym membership & more

• Continuous training and development opportunities

• A career filled with enjoyment, money, success, and gratification

• Regular rewards and recognition for your impact

Apply today or email sophie@caseltonclark.co.uk