Head of Customer Success

Role Overview

• Define and execute the Customer Success strategy aligned with company objectives
• Lead and continue to develop our high-performing Customer Success team
• Establish clear KPIs focused on retention, expansion, engagement and customer satisfaction
• Foster a customer-first culture across the organisation**
• Oversee onboarding, adoption, renewal and expansion processes
• Develop and improve playbooks and frameworks for different customer segments
• Monitor customer health metrics and proactively mitigate churn risks
• Ensure consistent delivery of value and measurable outcomes
• Build and maintain strong executive-level relationships with key and strategic customers
• Act as a senior escalation point for complex or high-risk customer situations, ensuring timely resolution and protecting long-term partnerships
• Lead retention strategies for at-risk accounts, including structured recovery plans and stakeholder engagement
• Personally support high-value renewals and expansion discussions where appropriate**
• Drive net revenue retention and expansion opportunities
• Partner with Sales on seamless handovers and upsell strategies
• Collaborate with Marketing on customer advocacy and case studies
• Support pricing, packaging and go-to-market initiatives with customer insights**
• Act as the voice of the customer internally
• Work closely with Product to influence roadmap priorities
• Collaborate with Operations and Finance to improve forecasting accuracy
• Ensure customer feedback loops are structured and actionable**
• Own forecasting for renewals and expansion revenue
• Report regularly on churn, retention, NPS and engagement metrics
• Implement systems and tools to improve data visibility and scalability

Requirements

• 7+ years’ experience in Customer Success, Account Management or related leadership roles
• Proven experience scaling Customer Success teams in a SaaS environment
• Strong commercial acumen with a track record of driving retention and expansion
• Excellent stakeholder management and communication skills
• Data-driven mindset with the ability to translate insight into action
• Strategic thinker with strong operational execution capability
• Experience in a high-growth or international environment
• Experience leading remote or distributed teams**

Benefits

• A strong, experienced team you can learn from – with ongoing support, honest feedback, and a real team spirit.
• Access to the latest technologies and tools – we work data-driven and efficiently.
• Clear targets that we consistently hit – in an environment that recognises and rewards performance.
• An international, remote-friendly work environment with colleagues from around the globe.
• Fair and transparent compensation – including a competitive base salary and an above-average commission/bonus structure.