Head of Customer Success

Job Role: Head of Customer Success

Working Hours: 40 hours per week, Monday to Friday - flexible to meet the needs of the business

Salary: £60,000 per annum + car allowance/company car

Location: Hybrid/Field-Based - with regular travel to customer sites across the UK and attendance at meetings at our Chester Head Office.

Reporting To: Group Operations Director

Closing Date: Thursday 6th August 2026

Overview

Customer relationships are at the heart of everything we do.

Anchor Group Services is creating a new senior leadership role that will shape how we build lasting partnerships with our customers, strengthen service excellence and drive long-term business growth.

As our first Head of Customer Success, you will work alongside senior leaders, operational teams and some of our most valued clients to ensure we don't simply meet expectations - we consistently exceed them.

This is a unique opportunity to establish and lead our customer success strategy, helping to develop trusted partnerships, enhance the customer experience and identify opportunities that deliver lasting value for both our clients and our business.

If you are an experienced relationship leader who enjoys influencing at a strategic level, solving problems collaboratively and making a genuine impact, we would love to hear from you.

About the Role

As Head of Customer Success, you will lead the strategic development of customer relationships across Anchor Group Services, ensuring our key accounts receive an exceptional, consistent and proactive customer experience.

Working closely with the Group Operations Director, operational leaders and business support functions, you will use customer insight, operational performance and commercial awareness to strengthen partnerships, improve customer retention and identify opportunities for sustainable growth. The role is predominantly field-based, requiring regular travel to customer sites across the UK, together with attendance at meetings and collaborative working sessions at our Chester Head Office.

This is not a traditional account management role. It's an opportunity to shape the future of customer success within a growing national business, influencing how we engage with customers and continuously improve the services we provide.

Responsibilities include:

• Develop and deliver the company's Customer Success strategy across our strategic customer portfolio.
  
• Build trusted relationships with senior client stakeholders, acting as a strategic partner and advisor.
  
• Lead customer engagement activities, strategic business reviews and service improvement initiatives.
  
• Work collaboratively with operational teams to drive service excellence and continuous improvement.
  
• Identify opportunities to enhance the customer experience, improve retention and support sustainable business growth.
  
• Analyse customer feedback, performance data and operational trends to inform strategic decision-making.
  
• Support contract renewals and business development opportunities through strong customer relationships.
  
• Champion a customer-focused culture across the organisation.
  
• Promote the effective use of digital reporting and performance insight to enhance customer engagement. Act as an ambassador for Anchor's values in every customer interaction.
  

• Significant senior leadership experience within Facilities Management, Workplace Services or a comparable outsourced services environment.
  
• Proven experience managing strategic customer relationships and major accounts.
  
• Demonstrable success in customer retention, account growth and service improvement.
  
• Strong commercial awareness with experience of contract governance and performance management.
  
• Excellent stakeholder management, communication and influencing skills.
  
• Experience leading cross-functional teams and driving organisational change.
  
• Experience of leading core people management processes, including recruitment, disciplinary and grievance procedures, investigations and performance management.
  
• Strong analytical skills with the ability to interpret performance data and translate it into meaningful customer insight.
  
• Full UK driving licence and willingness to travel nationally.
  
• The successful candidate will be subject to an enhanced DBS check and satisfactory references.
  

• Company car/car allowance
  
• Laptop and mobile phone
  
• 25 days annual leave per annum + 8 bank holidays
  
• Access to a range of nationally recognised courses via the Anchor Academy
  
• Auto Enrolment Pension
  
• Stream – access to pay as you earn it
  
• Cycle to Work Scheme Available
  
• Free Employee Assistance Programme 24/7 including access to counselling
  
• Hospital Saturday Fund
  
• Reward and Recognition awards
  
• Career development opportunities within a growing national business
  

What's Next?

If you're looking for an opportunity to shape a newly created leadership role and influence the future of customer success within a growing national business, we'd love to hear from you. APPLY NOW and a member of our Recruitment Team will be in touch.

Other companies may call this role: Head of Customer Success, Client Services Director, Strategic Account Director, Head of Client Relationships, Customer Experience Director, Head of Key Accounts, Client Success Director, Account Director or Customer Partnership Director.

As this is a hybrid/field-based role, you may also be based in or around: Manchester, Liverpool, Warrington, Stockport, Bolton, Wigan, Preston, Blackburn, Burnley, Blackpool, Lancaster, Chester, Wrexham, Stoke-on-Trent, Crewe, Nantwich, Stafford, Telford, Shrewsbury, Birmingham, Wolverhampton, Walsall, Coventry, Leicester, Derby, Nottingham, Sheffield, Leeds, Bradford, Huddersfield, York, Doncaster, London, Reading, Milton Keynes, Oxford, Cambridge