Skills

Sales Marketing

Job Specifications

Head of Customer Success

up to £50k

Hybrid (3 days in London)

*Conference/exhibition Customer Success experience is essential*

My client is a fast-growing conference and community platform connecting leaders across legal, technology, and innovation during a period of rapid AI-driven industry transformation.

Their events bring together senior decision-makers, high-growth startups, and global organisations to explore how emerging technology is reshaping industries and creating new commercial opportunities.

Global community of 5,000+ attendees
Premium flagship conference with exceptional customer loyalty
Achieved a 100% rebook rate from most recent event
Entering an exciting growth phase with expansion into the US market underway

As the business continues to scale internationally, they are looking to appoint a Head of Customer Success to ensure their events deliver a consistently premium experience that drives retention, loyalty, and long-term community growth.

The Role

The Head of CX will own and elevate the end-to-end customer experience across the event, shaping how delegates, sponsors, speakers, and partners engage with the brand before, during, and after each event.

This role sits at the intersection of Events, Commercial, and Marketing teams and plays a critical role in maintaining strong rebooking performance and premium market positioning as the business expands globally.

The successful candidate will design experience with commercial intent, ensuring every touchpoint contributes to satisfaction, retention, and repeat engagement.

Key Responsibilities

Define and lead the overall customer experience strategy across all event touchpoints.
Map and optimise delegate, sponsor, and speaker journeys.
Enhance sponsor and partner experiences to maximise engagement and retention.
Implement feedback frameworks including surveys, NPS tracking, and insight reporting.
Translate customer insight into measurable experience improvements.
Establish CX standards and best practices across teams.
Work cross-functionally with Events, Sales, and Marketing to ensure consistent delivery.
Support experience design as the business expands internationally, including the US launch.

Package

Salary up to £50,000 + performance bonus
Hybrid working
High-impact role within a rapidly scaling events platform
Exposure to international growth and US expansion

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. Know more