Head of Customer Success

What You Will Be Responsible For

• Develop a bench of strong CS leaders who can coach their teams on risk management, relationship-building, customer value delivery, and disciplined operating rhythms.
• Build and embed a globally consistent CS methodology — covering customer onboarding handovers, success planning, health reviews, risk management, and CSQL identification — applied consistently across UK, AUS, and US.
• Partner with Professional Services and Activations to ensure strong handovers from implementation, with clear definitions of a "successful handover" and shared accountability for early adoption outcomes.
• Partner with Sales and Account Management to maintain an accurate global retention forecast, align on renewal strategy, and support at-risk accounts.
• Own the global CSQL process — define qualification criteria, ensure the team understands and executes consistently, and track contribution to pipeline.
• Ensure CRM health and data accuracy across the CS portfolio — account health scores, sentiment, engagement notes, success plans, and risk flags are up to date and actionable.
• Meet regularly with Product and Solutions to share structured customer feedback, surface patterns in churn signals, and advocate for product improvements that drive retention.
• Implement AI tools, automation, and CS platform improvements to reduce manual effort and increase the quality and frequency of customer engagement.
• Be personally visible with Major tier and high-risk customers, supporting the team in navigating complex or escalated situations.
• Monitor and report on portfolio performance — GRR, CSQL pipeline, health scores, churn trends, NPS/CSAT — providing clear visibility and insight to leadership.

Who We Are Looking For

• Proven ability to lead global Customer Success organizations, with a strong track record of driving GRR and building proactive, retention-focused cultures.
• Able to design and operationalize scalable CS methodologies — success planning, health scoring, risk management, and customer review frameworks — across multiple regions.
• Deep understanding of how adoption, engagement quality, and customer relationships drive long-term retention.
• Buils high-performing, talent-dense teams — develops future leaders, sets clear expectations, and maintains strong accountability.
• Able to align Sales, PS, Support, and Product around shared customer outcomes and operate effectively as a cross-functional partner.
• Uses metrics and reporting to drive clarity, prioritize team effort, and tell a clear story to leadership.
• Comfortable implementing AI tools, automation, and modern CS platforms to improve team efficiency and engagement quality.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources