Lead, coach, and develop a team of approximately 2–3 Enterprise Customer Success Managers, setting clear expectations, driving accountability, and supporting career growth.
Own the US Enterprise Customer Success strategy, ensuring consistent execution across onboarding, adoption, renewal, and expansion.
Set the standard for customer engagement by guiding the team on executive-level relationship management and value-based success planning.
Monitor team and customer health metrics, proactively addressing risk, removing blockers, and managing escalations as needed.
Partner closely with Sales, Product, and Support leadership to drive net revenue retention, expansion, and customer advocacy.
Forecast renewals and expansion, ensuring accurate reporting and operational rigour across the enterprise portfolio.
Act as the senior voice of the customer internally, translating insights into product and process improvements at scale.

Minimum of 2+ years’ experience leading Customer Success teams in a SaaS environment, with direct responsibility for people management, performance, and outcomes.
Proven track record of building, coaching, and retaining high‑performing Customer Success Managers, ideally supporting enterprise customers.
Demonstrated ownership of Customer Success strategy across a portfolio, including renewals, expansion, adoption, and customer health at scale.
Experience setting goals, defining success metrics, and holding teams accountable to retention and net revenue targets.
Strong ability to influence and align senior internal stakeholders (Sales, Product, Support, Implementation) to drive customer and business outcomes.
Deep expertise in Customer Success best practices, including value realization, churn prevention, escalation management, and expansion strategy.
Experience leveraging Customer Success platforms and data to enable forecasting, risk management, and decision making.
Advanced knowledge and use of MS365 tools.

Head of Customer Success

Key skills