Head of Customer Success
In OfficeDirectorEMEAHead of Customer SuccessCustomer OnboardingReportingAccount ManagementGainsightCustomer Success
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Requirements
- Experience working with enterprise customers and high value ACVs
- Strong understanding of customer segmentation, including high touch and one to many models
- Proven ownership of retention and expansion metrics, with confidence being accountable for numbers
- Experience operating within a split CS and Account Management model, including designing incentives and handoffs
- A data led mindset, comfortable defining metrics, building dashboards, and using insight to drive decisions
- Strong cross functional influence, able to partner effectively with Sales, Product, Engineering, and Support
- Experience in mature or regulated industries, where trust, reliability, and long term relationships matter
- What we can offer you:
Responsibilities
- Own core Customer Success outcomes, including gross revenue retention and net revenue retention.
- Design and implement a scalable Customer Success operating model, including customer segmentation, adoption and engagement strategies, and lifecycle definitions.
- Define and own customer health frameworks, success metrics, and reporting, creating a single source of truth for customer risk and opportunity.
- Build and implement the Customer Success tech stack, selecting and embedding systems such as Gainsight, ChurnZero, or similar.
- Partner closely with future Account Management in a split model, designing clear ownership, handoffs, building joint account plans and shared incentives to deliver a seamless customer experience.
- Ensure Customer Success plays a proactive role in identifying expansion opportunities and surfacing customer pain points.
- Map and continuously improve the end to end customer journey, from onboarding to renewal.
- Act as a senior voice of the customer internally, using data and insight to influence Product and Engineering priorities.
- Develop customer advocacy programmes, including references, case studies, and long term champions.
- Contribute to the long term design of the Customer Success organisation, including future team structure, roles, and capabilities.
Benefits
- We require a linked professional profile to verify applicant authenticity and prevent AI-generated or fake applications. This helps ensure fairness, transparency, and integrity in our hiring process.
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