Head of Customer Success

Job Description

About the Organization

We are a global enterprise SaaS and AI-powered technology organization, delivering mission-critical platforms that enable enterprises to modernize operations, improve efficiency, and drive intelligent decision-making at scale. Our ecosystem supports large enterprise clients across finance, healthcare, retail, logistics, and technology sectors, powering complex workflows through cloud-native and AI-driven solutions.

Our business operates in a subscription-based, recurring revenue model, where long-term customer relationships, retention, and expansion are central to growth. In this environment, Customer Success is not a support function—it is a core revenue-driving and strategic growth engine.

As we scale globally, we are transforming our customer organization into a fully integrated, data-driven Customer Success ecosystem, focused on maximizing Net Revenue Retention (NRR), Customer Lifetime Value (CLTV), and customer experience excellence. This includes building proactive engagement models, predictive churn prevention systems, and highly personalized customer journeys powered by analytics and AI.

The Head of Customer Success will lead the global Customer Success organization, responsible for ensuring customers achieve measurable value from our platform while driving retention, expansion, and advocacy at scale. This role will oversee a global team of Customer Success Managers, Strategic Account Leaders, and Customer Engagement Specialists.

This is a senior leadership role requiring deep expertise in enterprise SaaS customer success, revenue expansion strategies, and large-scale customer lifecycle management, with a strong focus on data-driven decision-making and cross-functional alignment.

Essential Duties and Responsibilities

• Lead the global Customer Success strategy focused on retention, expansion, and customer value realization.
• Drive key performance metrics including Net Revenue Retention (NRR), churn reduction, and customer lifetime value (CLTV).
• Oversee global Customer Success teams across enterprise, mid-market, and strategic accounts.
• Develop and implement scalable customer engagement models including health scoring, lifecycle mapping, and success planning frameworks.
• Partner with Sales to support renewals, upsells, and cross-sell opportunities.
• Collaborate with Product and Engineering teams to ensure customer feedback drives product innovation and roadmap prioritization.
• Build and optimize customer onboarding, adoption, and retention programs.
• Establish data-driven dashboards and analytics for customer performance tracking and predictive insights.
• Lead escalation management for high-value enterprise customers.
• Develop customer advocacy programs including case studies, references, and advisory boards.

Job Qualifications and Requirements

• Bachelor’s or Master’s degree in Business, Marketing, or related field; MBA preferred.
• 12–18+ years of experience in Customer Success, Account Management, or SaaS leadership roles.
• Proven track record of managing enterprise customer success organizations in high-growth environments.
• Strong understanding of SaaS metrics including NRR, ARR, churn, and customer lifecycle economics.
• Experience working with CRM and Customer Success platforms (Salesforce, Gainsight, etc.).
• Background in technology, SaaS, or AI-driven enterprise environments preferred.
• Experience managing global, distributed teams and complex enterprise accounts.

Personal Capabilities and Qualifications

• Strong leadership and team development capabilities.
• Strategic thinker with strong commercial and revenue orientation.
• Excellent communication and executive stakeholder management skills.
• Customer-centric mindset with focus on outcomes and value delivery.
• Strong analytical skills with the ability to interpret customer data and performance metrics.
• Ability to operate in fast-paced, high-growth global environments.

Strategic Support

• Partner with the CEO and executive leadership to align the Customer Success strategy with enterprise growth objectives.
• Provide insights into customer behavior, retention risks, and expansion opportunities.
• Support product strategy through customer-driven insights and feedback loops.
• Contribute to enterprise revenue strategy through retention and expansion initiatives.

Working Conditions

• Executive-level hybrid role with global oversight of Customer Success operations.
• High-performance environment focused on revenue, retention, and customer outcomes.
• Frequent interaction with enterprise customers, executive leadership, and internal stakeholders.
• Occasional travel for customer engagements, strategic meetings, and global business reviews.

Job Function

• Customer Success Leadership
• Revenue Retention & Expansion Strategy
• Enterprise Account Management
• Customer Lifecycle Optimization
• Customer Analytics & Insights
• Cross-Functional Revenue Collaboration

Compensation & Benefits

• Compensation Package: $385,000 – $490,000 base + performance bonus + equity incentives
• Comprehensive executive healthcare and wellness programs
• Retirement and long-term financial planning support
• Performance-based incentives tied to retention and revenue growth
• Executive leadership development programs
• Global career advancement and mobility opportunities

Why Join Us

• Lead Customer Success for a global SaaS and AI-driven enterprise organization.
• Directly impact revenue growth, customer retention, and enterprise expansion.
• Work with executive leadership on high-impact strategic initiatives.
• Build a world-class Customer Success organization at a global scale.
• Shape the future of customer-centric growth in enterprise technology.