Head of Customer Success

We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

The Head of Customer Success is accountable for the performance, scalability, and quality of the Customer Success function at YourParkingSpace. The role owns service delivery, people leadership and operational excellence, ensuring a consistent, high-quality customer experience while supporting sustainable business growth.

This role has full responsibility for how Customer Success operates day to day, how teams are led and developed, and how service standards are defined, measured, and improved.

How to make an impact

• Leadership & People Management

  • Lead, coach, and develop Customer Success managers and team leads

  • Build a strong leadership layer with clear accountability and ownership

  • Set clear expectations, objectives, and performance standards across the function

  • Own workforce planning, recruitment input, onboarding, and role development

  • Drive engagement, retention, and progression within Customer Success

  Service Delivery & Performance

  • Own Customer Success KPIs including response times, resolution times, backlog management, CSAT, and quality

  • Ensure service levels are consistently met or exceeded

  • Act as the senior escalation point for critical service or customer-impacting issues

  • Establish and maintain quality assurance and continuous improvement frameworks

  Operational Excellence

  • Design and maintain scalable Customer Success processes and playbooks

  • Ensure effective and disciplined use of tools and systems (ticketing, telephony, CRM)

  • Identify operational risks, inefficiencies, and bottlenecks, and drive resolution

  • Partner with Product and Technology teams to improve tooling, automation, and workflows

  • Own capacity planning, forecasting, and service readiness

  Stakeholder Management

  • Partner with Operations, Finance, and Commercial teams on service-related initiatives

  • Provide clear, data-led reporting and insights to senior leadership

  • Support key client discussions where Customer Success input is required

  Strategy & Scale

  • Define and evolve the Customer Success operating model in line with business priorities

  • Ensure the function is stable, scalable, and operationally robust

  • Balance service quality, cost efficiency, and performance outcomes

  • Contribute to wider business transformation and change initiatives

About you

Key Skills & Experience

• Minimum 5 years’ experience leading Customer Success or Customer Support teams operating across multiple locations

• Strong people leadership experience, including managing managers and team leads

• Demonstrated experience scaling service operations in a growing business

• Deep understanding of customer service metrics, SLAs, and quality frameworks

• Commercial awareness with the ability to balance cost, quality and growth

• Confident communicator with senior stakeholders

Personal Attributes

• Calm, structured, and accountable leadership style

• Highly organised and detail-oriented

• Data-driven with a strong focus on outcomes

• Comfortable managing change and complexity

• Resilient, pragmatic, and decisive

This role is based in London.