Head of Customer Success

About APLUSA

APLUSA specialises in healthcare market research, helping healthcare organisations and professionals make better-informed decisions through data-driven insights. We work with clients across the industry to understand real-world healthcare challenges, support innovation, and improve patient care pathways. Our team of over 170 people is based across multiple international sites, working in a collaborative and rigorous environment. We are committed to combining professional excellence with a genuine sense of purpose in everything we do.

Position:

As Head of Customer Success, you will lead and develop our Customer Success function while personally managing one of our major strategic clients. Your mission will be to build a consistent, high-performing approach to client experience, retention, renewals and account growth, working closely with Business Development, Key Account Directors and our internal research teams to turn client value into strong, long-term and profitable partnerships.

Key responsibilities

- You will lead, coach and develop the Customer Success team, establishing clear standards and ways of working while strengthening the team’s capabilities in stakeholder management, account planning, renewals and commercial follow-through. - You will personally own the relationship with one major strategic client, building trusted relationships with key decision-makers and taking responsibility for satisfaction, retention, renewals and account growth. - You will oversee contracts and renewals and contribute to pricing, negotiation and the optimisation of commercial terms, working closely with Key Account Directors, Legal, Finance and Procurement. - You will drive retention and account expansion across the Customer Success portfolio, identifying upselling and cross-selling opportunities and ensuring clear commercial follow-through in collaboration with Business Development and Key Account Directors. - You will work closely with Project Managers, Strategic Insight Leads, Research and Insight teams to ensure that deliverables, recommendations and client communications consistently address client priorities and expectations.

Requirements:

About you

Essential:

- You bring significant experience in Customer Success, strategic account management or a similar client-facing role, ideally within healthcare, research, consulting or professional services. - You have proven experience leading, coaching and developing client-facing teams. - You combine strong commercial acumen with a customer-first mindset and are comfortable managing renewals, contracts and growth opportunities. - You are confident building trusted relationships with senior stakeholders and turning client needs into clear, actionable priorities. - You have excellent written and verbal communication skills in English and can make complex information accessible to different audiences. - You are comfortable working with CRM systems and everyday business tools.

Desirable:

- You have experience within healthcare or market research and an understanding of qualitative and quantitative research methodologies. - A degree or equivalent experience in life sciences, social sciences, marketing, business or another relevant discipline would be advantageous.

Other information:

Other informations

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What we offer - Pension scheme with 5% employer contribution - 27 days annual leave per year - Private health insurance, 100% employer-funded - 8 days of sick leave - Hybrid working policy (3 days in the office per week) - E-learning platform

Our values

- Strive for excellence - Fuel exploration through our diversity - Grow and thrive - Nurture our shared ambition

These values guide our daily work.

Applicants must have the right to work in the UK. APLUSA is an equal opportunities employer and welcomes applications from all sections of the community, regardless of race, gender, disability, age, sexual orientation, religion or belief.