Head of B2B Customer Success COMPANY OVERVIEW At World of Books, we’re on a mission to become the Planet’s Bookstore. Our business was founded in 2002 with the purpose of encouraging recycling, minimising waste and fostering sustainability by giving books a second life. Since then, we’ve grown into the world’s largest seller of used books, providing millions of customers with an affordable way to discover, purchase and enjoy books sustainably. We have offices in the UK, US and Hungary, with over 1,000 employees dedicated to continuing to do good, protect the environment and support charities – as reflected in our certified B-Corp status. Our lines of business:  World of Books: The UK’s largest online retailer of used (and new!) books, reaching customers in over 190 countries through direct-to-consumer channels, marketplaces (e.g. Amazon and eBay) and wholesale partners. In the UK, >50% of sales are through the direct-to-consumer channel, which is also growing at pace in the US.  World of Rare Books: Specialists in rare, vintage and first edition books, providing one of Europe’s largest collections of pre-ISBN and decorative vintage books.  Sell Your Books (SYB): An innovative app-based service enabling customers to scan barcodes or tap ISBN codes from their books for instant valuations and hassle-free resale.  Sell Your Books Pro (SYBP): A SaaS product capable of scanning products on an industrial level, enabling organisations such as national charities to sell us their books, generate additional revenue for good causes and enable more items to be reused. Our business model is underpinned by a combination of proprietary and off-the-shelf technology which enables us to dynamically select and price items. This means we’re able to offer customers a unique range of products across a range of channels and at prices that cannot be found elsewhere. ABOUT THE ROLE We’re looking for a strategic and customer-focused Head of Customer Success to lead the development and growth of Sell Your Books Pro (SYBP), a key service line within World of Books. SYBP plays a vital role in our mission to promote reuse and sustainability by offering partners – including charities, universities and libraries – a simple, scalable way to monetise unwanted stock while supporting the circular economy. It’s also critical in ensuring that we have the books that World of Books customers want to buy. SYBP enables partners to scan books to receive instant pricing and access free collections and is key to World of Books’ transition away from a legacy bulk collection service, where stock is purchased by weight rather than per item. Once SYBP items are collected, they are processed through World of Books’ advanced sorting and resale infrastructure. Saleable stock is listed across global markets, while unsellable items are responsibly recycled, delivering a low-effort revenue stream and measurable sustainability impact for partners. SYBP also includes an eCommerce solution that enables customers to quickly list items on multiple eCommerce platforms themselves, helping to generate additional income for good causes and solidify key supply partnerships. As the Head of B2B Customer Success, you will lead the team responsible for delivering exceptional experiences that retain, grow and delight our Sell Your Books Pro customers. You’ll build trusted relationships at senior levels, champion customer needs across the business, and ensure our customers achieve maximum value from our products and services. This is both a strategic and hands-on role, requiring strong commercial acumen, people leadership, and a customer-first mindset. WHAT YOU’LL BE DOING Leadership and Team Development:  Lead and inspire the Customer Success team, setting clear goals, coaching for high performance, and creating a culture of accountability, collaboration and growth.  Ensure the team has the right tools, playbooks and resources to deliver scalable, consistent and proactive customer engagement. Customer Strategy and Growth:  Develop and execute our customer success strategy to drive retention, expansion and customer advocacy.  Build trusted relationships with key customers, acting as a senior point of escalation and strategic partner.  Support commercial outcomes by enabling the team to create compelling, solution- oriented proposals that grow customer revenue and secure renewals on favourable terms. Customer Experience and Journey:  Design and continuously improve the end-to-end customer journey, from onboarding through to renewal and expansion, ensuring consistent and engaging communication flows at every stage of the lifecycle.  Champion the voice of the customer internally, sharing insights and advocating for customer-centric decisions across the business. Data, Insights and Reporting:  Define and own key success metrics, including retention, NRR, churn reduction and customer satisfaction.  Build data capabilities to track performance, customer health and risk indicators.  Ensure CRM (HubSpot) and reporting tools provide accurate visibility of opportunities, pipeline and forecasts for senior leadership. Cross-Functional Collaboration  Partner with Product and Technology teams to provide structured feedback and influence the roadmap.  Collaborate with Operations and Logistics to identify and resolve customer pain points, ensuring a seamless service.  Work with the B2B Marketing team to co-create targeted campaigns that drive activation, engagement and reactivation.  Partner with Finance to monitor and manage payment performance and reduce aged debt.  Work closely with the New Business team to ensure smooth onboarding and transition into long-term success management. Market Leadership  Contribute to sector knowledge, insights, and thought leadership, representing World of Books externally in re-commerce and sustainability conversations.  Share best practices internally and externally, positioning the business as a leader in customer experience and sustainable growth. WHAT WE’RE LOOKING FOR  Experience leading a Customer Success function in a B2B environment, ideally in eCommerce, technology, logistics or services.  Deep understanding of customer lifecycle management, from onboarding through to renewal and expansion.  Experience designing and embedding customer success playbooks, processes and tools that deliver profitable growth at scale.  Proven track record of driving retention, customer satisfaction, and measurable value, with direct ownership of revenue-related targets such as NRR, churn reduction, and upsell/expansion.  Strong analytical skills, with extensive experience of using CRM systems (ideally HubSpot) to track customer health, pipeline and performance and, crucially, to translate these metrics into action.  Clear and persuasive communicator, skilled at influencing and building trusted partnerships.  Experience working with charities is not essential; what matters is the ability to manage mission-driven customers and stakeholders with high expectations, balancing their needs with commercial realities to deliver sustainable value. FIRST 12 MONTHS KEY DELIVERABLES  Improve employee Net Promoter Score (eNPS) within the team and establish a career pathway and progression structure that retains and develops our top talent.  Set out a clear roadmap to grow SYBP to be our largest UK supply source.  Build account plans in collaboration with the Product Lead for our largest customers who use our Ecommerce SaaS Product.  Create a playbook to deliver an industry-leading customer experience.  Propose how utilising current and new technology could drive further efficiency and capacity within the team. WHERE YOU’LL BE BASED This role will be based out of our London office, with national travel to customer sites as required.