Job Description

Competitive salary


Generous benefits


Hybrid working based in London

Background:

Agilio Software Group is the UK's largest provider of back office,

compliance, and workforce solutions in primary care and dental.

We have ambitious and exciting growth plans and are looking for

talented individuals to be part of our journey.

Job purpose:

We are looking for a high -impact, people-first leader to serve as Head

of Customer Success for our Dental customers. This is a senior

operational leadership role responsible for delivering customer

outcomes across a diverse client base, from digital-led segments to

high-touch strategic customers.


You will lead and scale a growing team of Customer Success Managers,

Executives and Associates. Your focus will be ensuring customers are

set up for success, engaged throughout their lifecycle, and retained

through timely, value-led interventions. You'll drive implementation,

adoption, maximise retention, and foster long-term customer advocacy.


You'll collaborate closely with Product, Enablement, Sales, and

Support, helping to interpret customer data, deliver effective playbooks,

and act as the voice of the Dental customer inside the business.

You will be responsible for:

Customer Onboarding & Adoption

Oversee onboarding and activation journeys, partnering with sales on

smooth handoffs, ensuring new customers reach time-to-value quickly

and efficiently

Monitor onboarding performance and product adoption metrics, working

with Enablement to interpret health signals and intervene where

needed

Proactively identify and scope/author in-product digital guides to

increase adoption and feature utilisation

Retention, Renewal & Growth

Own customer retention and renewal outcomes for Dental customers

ensuring predictable and timely renewals

Implement churn mitigation strategies and lead the team in managing

interventions, playbooks, QBRs, and success plans, ensuring that each

customer segment receives the appropriate attention to secure

renewals and expansion

Partner with sales and marketing to identify cross-sell/upsell

opportunities and ensure alignment on retention planning

Health Metrics & Performance Insight

Collaborate with Enablement to refine customer health metrics and

define actionable signals for your team

Monitor and report on core KPIs (e.g. NRR, churn rate, CSAT), sharing

actionable insight with the VP of Success

Proactively identify segment-level risk patterns and feed into the

central forecasting process

Team Leadership

Lead, coach, and develop a high-performing CS team across various

engagement tiers (Digital Success, CS Light, CS Full)

Provide clear performance feedback and mentoring through Team

Leads and direct coaching

Partner with the VP and People team to hire, onboard, and retain top

talent in line with customer growth

Customer Advocacy & Escalation

Act as a senior point of escalation for complex or high-impact customer

concerns

Champion the voice of the customer by translating feedback into

actionable insight for Product, Enablement, and Marketing

Ensure feedback is actioned through your team and that loops are

closed visibly with customers

Cross-Functional Collaboration

Work with Enablement on playbook application, renewal cadences, and

digital engagement flows

Collaborate with Product on usage patterns, feature engagement, and

blockers to adoption

Partner with Sales, Marketing, and Support to ensure cohesive lifecycle

delivery

The skills and experience which we are looking for in our Head of

Customer Success (Dental) are:

Experience & Knowledge

5+ years in Customer Success, Account Management, or Post-Sales

within B2B SaaS, with at least 2-3 years in team management

Experience leading teams across digital/pooled CS and high-touch CS

delivery

Familiarity with CS platforms (e.g. ChurnZero, Gainsight, Planhat),

product engagement tools (e.g. Pendo), and Salesforce CRM

Strong grasp of customer success best practices: onboarding, value

realisation, QBRs, renewals, lifecycle playbooks, and team scaling

Data-driven and analytical mindset -- comfortable defining and

reporting on KPIs such as churn, retention, NRR, and CSAT

Strong analytical skills to interpret trends, identify risks or

opportunities, and drive insight-led improvements; able to confidently

present metrics to senior stakeholders

Relevant degree preferred (e.g. Business, Marketing, or related field);

knowledge of the dental or healthcare technology space is a bonus,

especially in regulated environments

Skills & Attributes

Excellent people leadership and coaching skills; experienced in

managing team leads as well as ICs

Operationally strong -- comfortable building repeatable processes and

optimising team performance

Commercially aware -- understands revenue retention levers and can

manage to KPIs and risk scenarios

Highly empathetic communicator with strong stakeholder management

and a calm approach to escalation

Comfortable interpreting customer data and leading change through

insights

Additional Information

This is a full-time role based Hybrid Central London


Job type: Full-time, permanent, some out of hour's work and travel may

be required from time to time.


Salary: Competitive salary and generous benefits

Income Protection Life Assurance Enhanced pension Health Cash plan 28 days annual leave + bank holidays Sick pay scheme A range of flexible benefits available through our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to

receiving your application!

If you are interested in applying, please email your CV along with a

covering letter to

central.people@agiliosoftware.com

How to Apply

----------------


If you feel you have what it takes to join our team, please email your CV along with a covering letter to

central.people@agiliosoftware.com

We look forward to receiving your application!