Head of Customer Success

Role Overview

• 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

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.

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