Springboard Success

About the Company

Springboard Success are specialist events & media recruiters who connect top talent with event organisers, venues, charities, media owners, publishers and advertising agencies.

Katie and Elena founded Springboard Success in 2020, with the ambition to provide a superior recruitment service to both clients and candidates. Being an independent agency gives us the flexibility to adapt to each parties needs and requirements.

We build lasting relationships, placing top talent that improve a businesses performance and culture.

Listed Jobs

Company Name

Springboard Success

Job Title

Head of Customer Success

Job Description

Job Title: Head of Customer Success **Role Summary** Lead the end‑to‑end customer experience for a rapidly scaling conference and community platform. Own strategy, journey mapping, feedback programs, and cross‑functional alignment to ensure premium service, high rebooking rates, and sustained loyalty while supporting international expansion. **Expectations** - Sustain a 100 %+ rebooking rate and premium market positioning. - Deliver consistent, high‑quality experience at all event touchpoints. - Drive customer‑centric growth in domestic and emerging US markets. - Translate insights into measurable experience improvements and operational best practices. **Key Responsibilities** - Define and execute a comprehensive CX strategy across delegates, sponsors, speakers, and partners. - Map, evaluate, and optimize all stakeholder journeys. - Enhance sponsor and partner experiences to maximize engagement and retention. - Implement and maintain feedback frameworks (surveys, NPS, insight reporting). - Translate customer insights into actionable, measurable improvements. - Establish CX standards and best practices organization‑wide. - Partner with Events, Sales, and Marketing to ensure consistent experience delivery. - Support international growth—including planning and rollout of the US launch. **Required Skills** - Proven experience in conference, exhibition, or event customer experience. - Strategic mindset with data‑driven decision making. - Strong stakeholder management and cross‑functional collaboration. - Expertise in NPS, CSAT, and other CX metrics. - Journey mapping and process improvement proficiency. - Excellent communication, influencing, and leadership skills. - Ability to thrive in a fast‑paced, growth‑oriented environment. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, Hospitality, or related field. - Minimum 7 years experience in CX or Customer Success, preferably in events. - Certifications such as Certified Customer Experience Professional (CCXP) or equivalent are a plus.

London, United kingdom

On site

27-02-2026