xero - Head of Customer Success
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Requirements
• 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment. • Experience leading or mentoring teams and developing high performing individuals. • Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion. • Experience working with complex customers and navigating multi stakeholder environments. • Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes. • Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed. • Strong communication and stakeholder management skills. • A pragmatic and low ego leadership style that values clarity, trust, and accountability. • Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses. • Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential. • Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle. • A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as • developing case studies, testimonials, and referral programs that highlight Planday’s impact. • SUCCESS LOOKS LIKE • Strong retention and expansion performance across the team’s customer portfolio. • Customers who clearly understand the value they receive from Planday and how to increase that value over time. • A Customer Success team that operates with clear account strategies and disciplined execution. • Early identification and effective management of customer risk. • Executive stakeholders who view Planday as a trusted partner. • Customer insight that meaningfully informs product decisions and commercial strategy. • A team culture built on ownership, collaboration, and continuous improvement.
Responsibilities
• Lead and develop a high performing team of Customer Success Managers who build strong, • trusted partnerships with customers and consistently deliver meaningful business outcomes. • Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value. • Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results. • Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses. • Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities. • Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability. • Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes. • Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve • customers and continuously improve the systems, processes, and operating model that support Customer Success. • Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution. • Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed
Benefits
• Benefits like pension, health insurance, inclusive support for new parents and generous vacation • On top of your annual base salary, you are offered to be part of an Employee Share Plan • Growth and progression opportunities – we want you to grow with us • Flexible remote work • Strong social culture with lots of team and company activities • Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe • Healthy work-life balance and autonomous approach to work. We trust in you and your abilities • Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work. • At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.
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