Head of Customer Success

Job Description

Job Overview

We are looking for a strategic and goal-oriented leader to lead our Customer Success function, ensure seamless project delivery, and drive sustainable revenue growth. The ideal candidate brings a strong background in sales, client relationship management, and negotiation, with the capability to lead teams effectively in a fast-paced environment and consistently deliver impactful results.

Job Description

• Lead the Customer Success function with a focus on client satisfaction, retention, and growth across the full customer lifecycle.
• Build and maintain strong executive relationships with key clients, ensuring strategic alignment and long-term partnership.
• Define and drive team vision, goals, and KPIs, promoting a culture of ownership, accountability, and excellence in delivery.
• Collaborate cross-functionally with Sales, Marketing, Product, and Operations to align and execute scalable customer success strategies.
• Identify upsell and cross-sell opportunities, contributing directly to revenue growth and improved account health.
• Oversee personalized success plans for high-value clients to maximize adoption, usage, and overall ROI.
• Use client feedback and business metrics to inform continuous improvement and ensure client needs are proactively addressed.
• Deliver strategic insights and business reviews to client leadership, deepening engagement and executive alignment.
• Champion the voice of the customer, influencing product development and service improvements through cross-functional collaboration.
• Develop and optimize customer success processes and team capabilities to support a consistent, high-impact client experience.
• Manage contract renewals and escalations with professionalism, ensuring continuity and client satisfaction.
• Contribute to organizational leadership, helping shape company strategy and embed a strong customer-centric mindset across teams.

Requirements

• Bachelor’s degree required; MBA or equivalent leadership experience preferred.
• Brings around 10-12 years of extensive cross-functional experience across project management, sales, marketing, and people leadership, with a strong track record of leading teams, building client relationships, and driving business outcomes.
• Ideally brings experience in U.S. sales, engaging diverse stakeholders, and communicating effectively with C-level executives.
• Experience designing and executing customer success strategies aligned with business goals.
• A data-driven leader with expertise in forecasting, analyzing customer health metrics, and leveraging CRM and project management tools.
• Excellent at team mentoring, cross-functional collaboration, and relationship building.

Benefits

• Competitive Pay: We offer a strong compensation package with performance-based bonuses linked to individual and company goals.
• Growth-Focused Culture: Clear expectations, regular feedback, and recognition help you grow, succeed, and thrive.
• Continuous Learning: Abundant opportunities to learn, upskill, and progress at every stage of your career.
• Values-Driven Environment: Our core values guide our decisions, shape our culture, and keep us aligned as one team.
• Engaging Work Life: Wellness programs, team activities, and a supportive culture make work meaningful and energizing.
• Balanced Work Schedule: Enjoy a five-day workweek with thoughtful workplace benefits, including daily lunch provided at the office.