Head of Customer Success

Ticketer is the UK's leading transit technology business, serving 400+ operators, processing millions of journeys every day, and growing internationally. We are hiring a Head of Customer Success to own retention, expansion, and international commercial growth at a pivotal moment in our journey.

This is a commercially focused role.  You will own NRR, GRR, and upsell performance, lead a team of Customer Success Directors, and take the lead on Ticketer's first structured international commercial engagement.

The role is remote based in the UK, with frequent domestic and international travel.

What You Will Own

• Revenue retention and expansion targets (NRR, GRR, upsell/cross-sell)
• End-to-end renewal process and churn prevention across the operator base
• Customer Success Director team performance, development, and culture
• Ticketer's first international commercial engagement model
• Quarterly Business Reviews for strategic accounts
• Commercial reporting to the COO for Board and PE stakeholders

What You Will Build

• Renewal playbooks, expansion frameworks, and value-realisation models
• Data-driven customer health scoring and pipeline discipline
• International market engagement from the ground up
• A high-performance, target-driven CS function built to scale

Experience & Skills

Essential

• Extensive CS, Account Management, or commercial leadership experience in SaaS
• Proven track record improving NRR, renewals, and expansion revenue
• Experience managing commercial or customer-facing leaders
• Strong CRM and pipeline discipline — rigorous on data quality and forecasting accuracy
• Analytical capability: health scoring, revenue modelling, executive-level reporting
• Confident engaging senior operator leadership and C-suite stakeholders
• International commercial experience, or a clear and credible plan to build it

Desirable

• Transport-tech, mobility, or public sector background
• Tender and bid process experience
• ARR modelling and subscription economics exposure
• Track record of opening new international markets
• HubSpot experience at team management and reporting level

Why Ticketer

We are a PE-backed SaaS business with 400+ operator customers, a clear product roadmap, and real international ambition. This role has genuine scope. You will shape the function, set the strategy, and have direct access to the COO and Board. If you want to build something, not just run something, this is the role.

You will also be joining a company with a culture rooted in innovation, teamwork, integrity, wellbeing and support. Alongside a comprehensive benefits package that includes private health insurance, mental health support, an annual wellbeing allowance, income protection and life insurance, you’ll enjoy 25 days of annual leave (increasing with service), 3 half-day Summer Fridays, and your birthday off - plus a few more great benefits we can’t wait to share with you.

Equal Opportunities

Ticketer is committed to creating an inclusive environment where everyone can thrive. We welcome applications from all backgrounds, identities, and experiences. We are an equal opportunities employer and will consider all qualified applicants without regard to race, religion, gender, sexual orientation, disability, or age.