Global Head of Customer Success

Role Overview

• Own the global post-sale customer strategy as the single accountable leader
• Define and execute a scalable Customer Success strategy aligned with company growth goals
• Partner closely with the wider Commercial teams and Product to deliver a seamless customer journey
• Drive customer renewals, retention, and expansion across all markets
• Identify upsell and cross-sell opportunities across SuperAwesome’s product suite
• Build frameworks to maximize customer lifetime value (LTV)
• Translate campaign and product performance into clear insights (“the why”)
• Develop compelling narratives that demonstrate value and unlock growth opportunities
• Establish data-driven account planning and success measurement frameworks
• Build, lead, and mentor a high-performing global Customer Success team, across North America, UK, and EMEA
• Create clear career paths, performance frameworks, and coaching structures to support a high performance culture
• Lead strategic planning across media, creators, and gaming channels
• Ensure customers are leveraging the full breadth of SuperAwesome’s capabilities
• Drive integrated solutions that deliver measurable outcomes
• Increase adoption across all SuperAwesome offerings
• Partner with Product teams to provide customer feedback and influence roadmap
• Ensure customers understand and utilize new features and capabilities
• Define and elevate the global customer experience
• Standardize best practices for communication, reporting, and engagement
• Build scalable processes while maintaining a high-touch, premium experience
• Act as executive sponsor for key accounts
• Own and resolve complex customer escalations
• Implement proactive risk identification and mitigation strategies

Requirements

• 10+ years of experience in Customer Success, Account Management, or related client-facing leadership roles
• Proven experience leading global teams in a high-growth, digital or media environment
• Strong track record of driving renewals, expansion, and revenue growth
• Highly data-driven with the ability to translate analytics into actionable insights and stories
• Exceptional relationship management and stakeholder engagement skills
• Commercial mindset with strong negotiation and influencing capabilities
• Experience working across multiple channels (media, creators, gaming is a plus)
• Strategic thinker with the ability to execute operationally at scale
• Strong leadership presence with experience managing senior stakeholders internally and externally
• Customer-first mindset with a passion for delivering value
• Collaborative and cross-functional in approach
• Comfortable operating in a fast-paced, evolving environment
• High level of ownership and accountability

Benefits

• 20 days holiday + 10 public holidays + Winter Break.
• Family Leave including 20 weeks of fully paid leave for employees who are Primary Caregivers and 8 weeks of fully paid leave for employees who are Secondary Caregivers.
• 30 day sabbatical for employees who have reached 7 years tenure.
• Medical insurance through Aetna with 100% employer contribution to employee monthly premium plus $2,000 funded HSA. Also, up to 65% employer contribution for family plans.
• Dental & Vision Plans through MetLife, fully funded for you and your family.
• 401k with Vanguard with SA Safe Harbor contribution up to 4%.