Head of Customer Success

Open 29d

We are partnering with a rapidly growing global B2B SaaS organization that develops technology used by millions of users worldwide. The company serves a diverse customer base ranging from individual developers and startups to large enterprise organizations.

As the business continues to scale its enterprise customer success function, it is seeking a Head of Customer Success to lead a strategic transformation focused on customer growth, retention, operational excellence, and AI-enabled productivity.

This is a highly visible leadership role with significant influence across the business and direct ownership of customer success outcomes.

The business is entering a new phase of growth and is focused on three strategic priorities:

Shift from Renewals to Growth Partnerships

Move beyond transactional renewal management and build a proactive customer success model focused on:

Customer success planning
Executive stakeholder engagement
Business outcome alignment
Expansion opportunities
Structured executive business reviews

Build a Tiered, AI-Enabled Customer Success Model

Design a scalable coverage strategy that delivers:

High-touch engagement for strategic customers
Scaled customer success motions for mid-market accounts
Automated and AI-powered experiences for long-tail customers
Improved productivity through AI and automation

Establish Customer Success Best Practices Across the Organization

Create a Customer Success Center of Excellence that will:

Define customer success methodology
Standardize health scoring
Improve retention and expansion programs
Establish onboarding and engagement frameworks
Drive operational consistency across multiple business units

What You'll Do

Customer Success Leadership

Own Net Revenue Retention (NRR)
Drive enterprise customer retention and expansion
Lead and develop a high-performing Customer Success team
Create executive engagement strategies for key accounts
Improve customer health and adoption outcomes
Partner closely with Sales, Product, Operations and Executive Leadership

AI-Powered Customer Success

Leverage AI and automation to improve:

Customer health scoring
Expansion identification
Executive business review preparation
Success planning
Customer communications
Team productivity

Customer Voice & Product Alignment

Build a structured customer feedback process
Ensure customer insights influence product decisions
Strengthen collaboration between Customer Success and Product teams

Customer Success Center of Excellence

Define customer success standards and methodology
Establish best practices across multiple teams
Create measurement frameworks and reporting standards
Influence senior stakeholders through expertise and leadership

What Success Looks Like

Within the first year, you will:

Improve Net Revenue Retention performance
Increase expansion within enterprise accounts
Implement a scalable customer success coverage model
Introduce AI-driven productivity improvements
Build stronger customer-to-product feedback loops
Establish a Customer Success Center of Excellence

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