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