Keyloop
Computer Software / SaaS
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Purpose of the Role
Motortech AI is at an inflection point. We have grown ahead of our original plan, with nationwide launches across large retail groups, Early Adopter programmes with OEMs, and are about to launch in Canada, Europe and the Middle East. This growth demands a senior, accountable leader who can build a Customer Success function capable of delivering at enterprise scale — and sustaining it.
The Head of Customer Success owns the entire post-sale client journey: from the structured handover at contract signature, through discovery, implementation planning, go-live, and into ongoing account management and value realisation. You will build the methodology and playbook that the team follows, line-manage a growing team of Customer Success Managers, and be the escalation point for client issues — replacing a model where that path runs directly to the COO.
This is a leadership and builder role in equal measure. You will inherit a capable team and a business with real momentum. Early on, your mandate is to hit the ground running and get your hands dirty — deep in the day-to-day to quickly understand the current process, professionalise what we have, and scale it to meet what is coming. But the goal is to build a function that, in time, runs without you at the centre of every escalation: someone who can lift themselves above the noise to lead strategically and drive the function forward, rather than stay stuck firefighting within it.
Own and develop the Motortech AI Customer Success methodology: discovery framework, implementation planning standards, go-live criteria, hypercare protocol and account management cadence.
Lead, manage and develop the CS team — currently three CSMs, growing to five — providing direction, coaching and performance management.
Serve as the senior implementation owner for our most strategic accounts — hands-on initially, then stepping back to an oversight role as the team matures — from contract signature through to stable live operation.
Take structured handovers from the Implementation Consultant at hypercare entry, ensuring continuity of context and client confidence through the transition.
Act as the primary escalation point for client issues across the CS team, removing the COO from the default escalation path.
Define and track CS performance metrics across the team: time-to-go-live, NPS, renewal rate, product adoption and client health scores.
Represent the CS function in leadership discussions and give the COO a clear line of sight into its health — a regular, structured reporting rhythm on client health, capacity, delivery and commercial risk, so that oversight can shift from day-to-day involvement to strategic guidance.
Build and maintain strong senior relationships with key accounts — up to and including C-level — serving as a trusted advisor and commercial anchor.
Partner closely with the Solutions Consultant and Implementation Consultant on the presales-to-delivery handover process, ensuring client context is fully captured before onboarding begins.
Work with Jeremy (Senior Product Manager) on a structured feedback loop between client experience and product roadmap — ensuring that issues surfacing in the field are captured, prioritised and closed.
Liaise with the wider Keyloop Customer Success teams where client onboarding spans multiple product streams.
Recruit, onboard and develop new CSMs as the team grows, establishing a clear hiring profile and progression framework.
5+ years in Customer Success, Professional Services or Implementation leadership, with at least 2 years in a people management role.
Demonstrable experience building or significantly maturing a CS methodology — playbooks, onboarding frameworks, handover protocols — ideally in a scaling SaaS business.
Track record of delivering complex, multi-stakeholder enterprise implementations on time and to agreed scope.
Strong programme and project management skills: able to hold a plan, manage risk and communicate progress clearly to clients and internal leadership.
Excellent relationship management at senior and C-level: credible, composed and commercially aware in client-facing situations.
Experience managing a team through a period of growth and process change — comfortable building structure without over-engineering it.
Sound judgement and the confidence to own decisions independently — comfortable being the point of accountability for the CS function and operating with autonomy, so that leadership can step back knowing issues are being handled.
Data-driven approach to team performance: able to define meaningful CS metrics, build dashboards and use data to drive decisions.
Experience in B2B SaaS, automotive technology, or adjacent industries is a strong advantage.
Familiarity with dealer management systems (CDK, Keyloop Drive, Autoline or similar) is a bonus, not a requirement.
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