About the Role
The Head of Success will lead the strategy and execution of customer success initiatives, ensuring clients achieve their desired outcomes while driving retention and growth through scalable processes and team leadership.
Responsibilities
- Lead the design and execution of customer success strategies to improve retention and satisfaction
- Oversee onboarding, adoption, and renewal processes for enterprise clients
- Develop performance metrics for customer health and success outcomes
- Collaborate with product and support teams to address client feedback
- Manage escalations and ensure timely resolution of critical issues
- Build and lead a scalable customer success team across regions
- Drive proactive engagement to reduce churn and expand account value
- Partner with sales to align customer goals with solution capabilities
- Implement tools and systems to monitor customer usage and engagement
- Create standardized playbooks for onboarding and lifecycle management
- Analyze customer data to identify trends and recommend improvements
- Lead quarterly business reviews with key accounts
- Ensure alignment between client objectives and service delivery
- Develop training materials for internal teams and clients
- Maintain a customer-first culture across departments
- Guide change management initiatives during product updates
- Report on customer success KPIs to executive leadership
- Optimize resource allocation across customer segments
- Establish best practices for customer advocacy and reference programs
- Support expansion of service offerings based on market needs
- Foster cross-functional collaboration with marketing and support
- Evaluate third-party vendors for customer success technology
- Ensure compliance with service level agreements
- Promote knowledge sharing across the customer-facing teams
- Lead post-implementation reviews to assess client satisfaction
Nice to Have
- Master’s degree in business or organizational leadership
- Certification in Customer Success (e.g., CCSK, CSM)
- Experience in AI or machine learning–driven platforms
- Prior work in developer-first or API-centric companies
- Track record of international team leadership
Compensation
Competitive salary with equity and performance-based incentives.
Work Arrangement
Hybrid
Team
Part of the Customer Experience leadership team reporting to the Chief Customer Officer.
Growth Vision
This role is central to shaping how clients derive value from the platform as the company scales into new markets. The ideal candidate will balance strategic insight with hands-on leadership to ensure customer outcomes remain the core focus.
Technology Stack
Familiarity with tools such as Salesforce, Gainsight, Slack, and HubSpot is highly preferred. Experience with data visualization platforms like Tableau or Looker is a plus.
Available for qualified candidates
