Head of Customer - Hybrid

HowNow is changing the way organisations help their people get better at their work.

We believe the future of learning isn't more content, more courses, or another system people have to remember to visit. It's understanding what people need to get better at, giving them the right support at the right moment, and helping organisations see whether it's actually making a difference.

We're building that future with some of the world's most ambitious organisations.

And we're looking for someone to reinvent how we work with them.

Hi I'm Nelson the CEO & Co-Founder at HowNow 👋🏾 I’m looking for a Head of Customer to join us.

We're looking for a Head of Customer to build a world-class customer organisation around a simple idea: our job isn't finished when a customer buys or goes live. It's finished when we've helped them achieve something that matters.

You'll lead the entire post-sale experience across Implementation, Customer Success and Customer Support, but this is much more than running a traditional SaaS Customer Success function.

We want to build something closer to the best of consulting.

Understand what a customer is trying to change. Help them design the right approach. Get HowNow working for them. Use data to understand what's happening. Bring them insights they didn't already have. Recommend what they should do next. And ultimately prove that we're making a difference.

You'll have the opportunity to design that model from the ground up, build and develop the team around it, and personally work with some of our most important customers.

You'll also be joining at an important point in HowNow's journey, as AI changes both what our product can do and what customers should expect from the companies they work with.

If you've ever looked at traditional Customer Success and thought it could be so much better, this is the opportunity to build what comes next.

Alongside the opportunities to develop and grow your career, we're a fun and friendly bunch.

What you'll do 📩

Own the customer journey from signature through to renewal and growth. You'll create a consistent approach to onboarding, success planning, demonstrating value, executive engagement, risk, renewal, and expansion. The goal isn't more process or meetings. It's consistently better customer outcomes.

Build a more consultative approach

Help our team move beyond reporting adoption and usage towards becoming genuinely useful partners to our customers. You'll coach the team to understand what customers are trying to achieve, diagnose what's getting in the way, and turn data into insight, recommendations and action. Over time, we want customers coming to HowNow not just for software, but for our expertise in helping their people develop and perform.

Own Implementation, Success and Support

You'll be accountable for the quality of the whole post-sale experience.

That means:

• Getting customers from signature to meaningful value quickly.

• Building an implementation approach that works for both straightforward and complex enterprise deployments.

• Leading and developing our Customer Success team.

• Ensuring customers receive fast, thoughtful support.

• Using automation, AI, and self-service to scale without compromising the experience.

• Personally stepping into important customer situations when needed.

Own retention and growth

You'll have commercial ownership of our customer base, including GRR, NRR, renewals and expansion. You'll make sure risks are identified early, and renewals result from value demonstrated throughout the relationship, rather than a conversation that starts near the end of the contract. You'll also help the team recognise where we've earned the right to do more with a customer and turn that into growth.

Build senior customer relationships

Help HowNow build relationships beyond the day-to-day platform owner.

You'll personally work with some of our most important customers and help the team confidently engage senior People, Talent, and business leaders around the outcomes that matter to them.

Partner with Sales and Product

Customers shouldn't begin after signature. You'll work with Sales on important opportunities, help us clearly articulate how we'll implement and support customers, and create strong handovers into delivery.

You'll also turn patterns from implementations, support, customer conversations, and product usage into insight for Product and the wider business.

The key things that we will be looking for in applicants 🔑

We're looking for someone who combines customer leadership, commercial ownership, and consulting ability.

You'll likely have:

• Led Customer Success, Customer Experience, Account Management, or a similar post-sale function in B2B.

• Owned retention, renewals, and expansion, including GRR and NRR.

• Worked directly with complex enterprise customers.

• Strong executive presence and experience building senior customer relationships.

• A consultative approach: you diagnose the problem before jumping to a solution.

• The ability to turn customer and product data into insights and recommendations.

• Experience building or materially improving a customer operating model.

• Experience coaching and developing high-performing customer teams.

• Strong commercial judgment, including difficult renewal and expansion conversations.

• A player-coach mentality: comfortable setting the strategy and getting personally involved to make it happen.

Experience across Implementation, Support, consulting, HR tech, learning, talent, performance or organisational change would be valuable, but isn't essential.

Deep L&D expertise isn't a requirement. We're more interested in your ability to understand an organisation, solve meaningful customer problems, and build a commercially successful customer function around doing that repeatedly.

What you’ll get:

💰 Our salaries are calculated using a SaaS benchmarking tool called (Figures). The band for this role is £90,000-£110,000. You’ll also receive a 20% performance-based bonus.

🏡 Hybrid working (2x a week in our London office, Tuesdays and Thursdays) and flexible working hours

🌍 Work From Anywhere, for up to two weeks per quarter, which you can read about here

💆 Wind-down Fridays. No meetings from 2pm onwards on Fridays, for you to wind down for the weekend. Our HowNow’ers use this time to exercise, study, or spend some time with their family and friends, which you can read about here

👼🏼 Enhanced maternity and paternity policies which you can read about here

🌴 25 days holiday, plus bank holidays and your birthday day off

💰 Employee pension scheme

👩🏾‍⚕️ Private health insurance through Bupa with access to Yulife

📚 An annual £500 learning and development budget

🐶 Dog friendly offices - we love our pets! 🐾

🤩 Monthly socials, which have included mini-golf, Hijingo, shuffleboarding, 5-a-side football and Badminton

💡 Access to the very best learning platform out there (HowNow+) to keep you at the top of your game

🚲 Cycle to Work scheme

💰 Financial wellbeing support via Mintago, which includes access to Yellownest where you can receive up to 47% off childcare. 

What's next?  🤔

Once you've applied, we'll get back in touch with you. This is usually within the next 5 working days. Sometimes it can take slightly longer, but we will get back to you as soon as we can, regardless of what the outcome of your application is.

1. You'll be invited to a 30-minute video call with Pauline, our VP of People

2. The second stage is a 1-hour video call with Kuvera, our COO & Co-Founder

3. Third stage is a 30-45 minute call with Nelson, our CEO & Co-Founder

4. The final stage is an in-person presentation of a task to a panel or peers.