As a specialist customer success recruitment agency, we help businesses hire professionals who strengthen customer relationships, improve retention and drive growth from existing accounts. Whether you're building a CS team, hiring customer success managers or scaling your post-sale function, we’ll help you secure the right expertise to support your customer lifecycle strategy.
Overview
Customer success sits at the centre of retention, renewal and expansion. Businesses rely on customer success teams to guide onboarding, support product adoption and ensure customers achieve value from the product or service they’ve purchased.
Hiring the right person isn’t just about finding someone who can manage accounts. You need professionals who can monitor customer health, reduce churn and identify opportunities for expansion while building strong relationships across the customer lifecycle.
As a specialist customer success recruitment agency, we help businesses hire professionals across onboarding, retention, renewal and customer growth roles. Whether you're building a CS team or strengthening your post-sale function, we'll help you find people who improve customer value, protect retention and support recurring revenue growth.
Our disciplines
Customer success teams work closely with functions responsible for customer acquisition, marketing and ongoing client relationships. Alongside customer success recruitment, we also support hiring across related commercial and marketing disciplines.
The problem
Customer success teams are responsible for protecting retention and managing renewals, yet many candidates describe relationship management without clear evidence of reducing churn or improving customer health. For hiring managers, this makes it difficult to identify professionals who can genuinely protect revenue from existing customers.
Customer success roles cover onboarding, product adoption, renewal management and expansion. Many candidates highlight communication skills, but fewer demonstrate experience managing the full customer lifecycle or influencing metrics such as retention, adoption and customer lifetime value.
Retention often depends on strong onboarding and product adoption. Businesses frequently struggle to identify candidates who can reduce time to value, guide implementation and help customers achieve measurable outcomes that improve long-term retention.
Many experienced customer success professionals responsible for renewals, expansion revenue and account growth are already performing well in their current roles. As a result, the strongest candidates rarely apply to job adverts and must be approached directly.
How we can help
We work closely with customer success professionals who manage onboarding, product adoption and long-term customer relationships. This allows us to introduce candidates who understand lifecycle management and can protect retention across your existing customer base.
We look beyond communication skills and explore measurable outcomes such as renewal ownership, churn reduction and expansion revenue. This helps hiring managers understand how candidates influence retention, customer health and account growth.
Many experienced customer success managers responsible for retention strategy and expansion growth are not actively searching for new roles. Through proactive outreach and our network, we help businesses reach candidates who are rarely visible through job adverts.
Before we approach the market, we clarify onboarding ownership, renewal responsibility and expansion expectations. This ensures the candidates you meet align with your customer lifecycle model and post-sale growth strategy.
Case studies
"Zak has been a real help in building out our talent pool at Commify. His ability to source candidates across diverse roles has been genuinely impressive. His professionalism and commitment to our recruitment needs have made a real difference to the quality of people we've been able to hire."
"We needed to grow headcount by 50% in 6 months, including hard-to-fill tech roles, which wasn't something we were going to do on our own. Digital Waffle filled the gap properly. They got us the people we needed at the pace we needed them, and at significantly less cost than building out our own recruitment function. We hit the target on schedule."
"We needed a specific mix of skills for a senior social hire, which isn't always easy to find in the market. Digital Waffle listened, asked the right questions, and came back with candidates who genuinely matched the brief. Communication was clear throughout and we had the right person in place inside three weeks. Great to work with."
"We've been hiring across marketing, digital and the wider team for the last 18 months, and Digital Waffle have been our go-to partner throughout. They've placed 82 people for us, from juniors right through to director level, perm and freelance. It's a lot of moving parts for one agency to handle well, and they've kept on top of it the whole way through. We'll be using them again."
"We brought Digital Waffle in to run our hiring through the development hub launch, and they've placed over 50 specialists for us across product, development, design and QA in the two years since. The quality has been consistent throughout, which matters across a stretch that long. They've become the team we go to when we need to hire."
"We brought Digital Waffle in on a retained basis to help us scale at Gnosis. Over twelve months they delivered 28 roles, sourcing the right candidates for each one across functions that aren't always easy to recruit for in this space. They showed a deep understanding of our requirements from the start. Happy to recommend them to anyone hiring at scale."
"Hitting 40 hires in 18 months across infrastructure and engineering was an ambitious target, and we needed an agency that could deliver against it without us having to manage the process closely. Digital Waffle did exactly that. The shortlists were focused and we didn't waste time on candidates who weren't right. Every role landed on schedule, and the people they brought in are already contributing to the programmes they're supporting."
"Digital Waffle were a real help when we were building out our engineering team. It was a fast-moving period, with a lot happening across our website and apps, and they quickly understood the kind of people we needed. They supported us with both perm and contract hires, kept things moving and made the whole process feel straightforward. Really easy team to work with."
Our services
Businesses hire customer success professionals in different ways depending on their customer lifecycle strategy, growth plans and team structure. Whether you're building a long-term customer success function, bringing in specialist support for onboarding or implementation, or hiring senior leadership, we’ll help you secure the right expertise.
Meet the team
Our customer success recruiters understand the customer lifecycle, retention goals and commercial pressures that shape strong CS teams. They work closely with employers to understand the role, level of ownership and post-sale environment, making sure every shortlist is relevant from the start.
Salary guides
Hiring customer success professionals often comes down to understanding current market expectations. Salaries across CS roles continue to evolve, and experienced professionals responsible for retention, adoption and account growth are increasingly aware of their market value.
Our 2027 UK customer success salary guide provides the benchmarks employers need to set competitive salaries and attract experienced customer success managers and CS leaders.
With year-on-year comparisons from 2026, projections for 2028 and a wider market overview, the guide offers a clear picture of how salaries across customer success roles are evolving.
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FAQs
A customer success recruitment agency helps businesses hire professionals responsible for managing the post-sale customer journey. These roles focus on onboarding, product adoption, retention and expansion across existing accounts. By identifying candidates with experience improving customer health scores, managing renewals and supporting expansion revenue, a specialist agency helps organisations build teams that protect long-term customer value.
Customer success focuses on helping customers achieve measurable value after the sale. Teams guide onboarding, reduce time-to-value, support product adoption and maintain strong relationships throughout the customer lifecycle. Hiring the right professionals matters because effective customer success teams improve retention, increase net revenue retention and create opportunities to grow revenue from existing customers.
We recruit across the full customer success hierarchy, from onboarding and lifecycle management roles through to senior leaders responsible for retention strategy and customer growth. Typical hires include:
These professionals oversee onboarding, monitor customer health, manage renewals and identify expansion opportunities within existing accounts.
Strong customer success professionals combine relationship management with product understanding and commercial awareness. Key capabilities include guiding onboarding, improving product adoption and monitoring customer health to reduce churn. Many organisations also value experience managing renewals, improving net revenue retention and identifying expansion opportunities while working closely with product, sales and support teams.
We assess customer success candidates by focusing on measurable outcomes rather than responsibilities alone. This includes exploring retention performance, renewal ownership, customer health score management and expansion activity. We also discuss how candidates improve product adoption, reduce time-to-value and support customers in achieving measurable outcomes from the product or service.
Yes. We support organisations across SaaS, technology and service-led environments where post-sale relationships are critical. SaaS companies often prioritise onboarding, product adoption and renewal management, while service businesses may focus more heavily on relationship management and account expansion. Our recruitment approach adapts to different customer lifecycle models, growth stages and retention strategies.
Yes. Alongside Customer Success Managers and CS leaders, we support hiring for onboarding, implementation and customer success operations roles. We look at experience across time-to-value, product adoption, renewals, customer health, retention and expansion so the hire fits your post-sale model.
Recruitment timelines vary depending on the seniority of the role and the complexity of the customer success function. For mid-level roles such as Customer Success Managers, shortlists can often be delivered within one to two weeks. Senior leadership roles responsible for lifecycle strategy, net revenue retention and expansion growth may take longer due to the smaller pool of experienced candidates.
Get in touch
If you're growing your customer success team or hiring for a key CS role, our recruitment team can help.
Share a few details about the role and we’ll be in touch to discuss your hiring requirements.
Prefer to talk? Call us on 0121 517 0357.
