Head of Customer Success (Enterprise)
Integral Creative Solutions (ICS) is a retained executive search and staffing firm that partners with high-growth and enterprise organizations to identify, attract, and place the senior leadership talent that drives their next stage of scale. On behalf of a confidential client, we are conducting this search. This is an opportunity to join a well-resourced leadership team and make an outsized, measurable impact from day one.
About the Role
We are seeking a Head of Customer Success (Enterprise) to own retention, expansion, and advocacy across the enterprise customer base. You will build and lead a team of enterprise CSMs, design scalable lifecycle motions, and drive net revenue retention through measurable customer value.
Responsibilities
- Own the enterprise customer success strategy driving retention, expansion, and advocacy.
- Own gross and net retention targets and reduce churn across the enterprise base.
- Build and lead a team of enterprise CSMs and success leaders.
- Design onboarding, adoption, QBR, and renewal motions that deliver measurable value.
- Partner with sales to drive upsell and cross-sell within key accounts.
- Channel customer insights back to product and leadership.
Requirements
- 8+ years in customer success, including enterprise team leadership.
- Proven success driving NRR and reducing enterprise churn.
- Experience hiring and scaling customer success teams.
- Ability to manage C-level customer relationships.
- Track record designing scalable CS lifecycle motions.
- Strong command of health scoring and CS metrics.
- Bachelor's degree required.
Nice to Have
- Track record of owning expansion revenue.
- Gainsight or other customer-success-platform experience.
- Enterprise experience in the client's markets.
- Experience scaling CS through hypergrowth.
Pay
The base salary range for this role is $275,000 to $350,000, with exact placement determined by your skills, years of experience, and interview performance.
Benefits
- Competitive equity / long-term incentive package.
- Flexible work arrangement with a home-office stipend where applicable.
- Comprehensive medical, dental, and vision insurance.
- Flexible PTO policy + Company Holidays.
- Annual learning and development budget.
- 401(k) matching plan.