Head of Customer Success

Head of Customer Success

Are you looking to impact and be part of something special, such as shaping the future of healthcare? Are you excited by the opportunity to build one of the most commercially impactful Customer Success organisations in HealthTech?

At Semble, we're looking for a customer-obsessed, commercially minded leader who can take an already strong Customer Success function to the next level. This is far more than a traditional Customer Success leadership role - you'll own the strategy for customer retention, renewals, expansion and long-term customer value across our growing customer base.

You'll have the autonomy to shape how Customer Success operates, influence product direction through customer insight, embrace AI to scale customer engagement, and work alongside senior leaders to make Customer Success a key driver of company growth. Semble works with 1800+ customers, across multiple regions and of all sizes; SMB, Mid-Market and Enterprise.

If you're motivated by building high-performing teams, solving complex customer challenges and delivering measurable commercial impact, this is a rare opportunity to help shape the future of healthcare while leaving your mark on one of Europe's most ambitious HealthTech companies.

At Semble, we are on a mission to enable health professionals to amplify their impact. We improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive, and secure software. Our cloud-based clinical system is already used by thousands of clinicians, making their lives easier and saving them money, while structuring their health data to help research.

We are a passionate and driven team, proud to unite under strong cultural drivers:

• Impact - We do work that matters.
• Collaboration – We are in it together.
• Human touch – We care deeply.

We are also quick to embrace new technologies: we have rapidly adopted AI internally, and we are always looking to work with people who are excited to augment their work with AI.

This role is hands on and requires experience of working at both ends of the market, while building a scaled CS function. It's a hybrid role based in the UK, with team attending the office twice a week. There's occasional travel to our Paris office. We are unfortunately not able to consider candidates located outside of this location and time zone at this stage.

What you will be doing

• Own the commercial success of our existing customer base, delivering industry-leading Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals and expansion revenue by ensuring every customer realises measurable value from Semble.
• Build and lead a high-performing Customer Success organisation, creating a culture of accountability, continuous improvement and customer obsession that develops future leaders and delivers consistently outstanding customer outcomes.
• Transform the customer journey into a strategic growth engine, increasing product adoption, customer advocacy and long-term partnerships through proactive engagement, Executive Business Reviews and value-led success planning.
• Identify and unlock commercial growth opportunities by partnering closely with Sales to drive upsell, cross-sell and expansion opportunities, ensuring Customer Success is a key contributor to Semble's long-term ARR growth.
• Develop scalable, AI-enabled Customer Success operations, implementing best-in-class customer health scoring, lifecycle programmes, automation and data-driven insights that enable the business to scale efficiently without compromising customer experience.
• Act as a voice of the customer across the business. Be a strong and consistent advocate for the customer across the business, partnering with Product, Engineering, Support and Commercial teams to influence product direction, improve the customer experience and ensure customer feedback directly shapes future innovation.
• Provide strategic leadership and insight to the executive team, using customer data, forecasting and performance metrics to identify opportunities, mitigate risk and help position Cus