About the Organization

We are a global technology innovator delivering mission-critical software, artificial intelligence solutions, cloud infrastructure, and enterprise digital transformation platforms to some of the world’s most recognized organizations. Our solutions empower Fortune 500 companies, multinational enterprises, healthcare systems, financial institutions, and high-growth technology organizations to accelerate innovation, improve operational efficiency, and unlock measurable business outcomes.

With operations spanning North America, Europe, Asia-Pacific, Latin America, and the Middle East, we have built a reputation for delivering exceptional customer experiences through advanced technology, strategic partnership models, and industry-leading support ecosystems. Our customer base represents billions of dollars in annual recurring revenue and includes organizations that rely on our platforms to manage critical business operations.

As our organization continues its rapid global expansion, we are seeking a transformational Head of Customer Success to lead the next generation of customer engagement, retention, adoption, and growth strategies. This executive leadership role will be responsible for building a world-class customer success organization that maximizes customer outcomes, drives long-term retention, accelerates product adoption, and expands strategic customer relationships.

The Head of Customer Success will serve as a key member of the commercial leadership team, partnering closely with Sales, Product, Marketing, Operations, and Executive Leadership to ensure customers achieve measurable business value throughout their lifecycle. This leader will own enterprise customer retention strategy, expansion revenue initiatives, customer advocacy programs, and customer experience transformation efforts across a global portfolio.

The ideal candidate will bring deep expertise in enterprise SaaS environments, customer lifecycle management, recurring revenue models, strategic account growth, executive relationship management, and large-scale customer success operations.

Essential Duties and Responsibilities

Customer Success Strategy & Leadership

Develop and execute a global customer success vision aligned with enterprise growth objectives and customer-centric business strategies.
Lead enterprise-wide customer success initiatives focused on retention, expansion, advocacy, and long-term customer value creation.
Establish scalable operating frameworks supporting rapid customer growth and global expansion.
Build and manage high-performing customer success organizations across multiple regions and markets.

Customer Retention & Revenue Growth

Own customer retention, renewal performance, churn reduction initiatives, and customer lifetime value optimization.
Develop proactive customer engagement strategies designed to increase adoption and satisfaction.
Partner with revenue leadership to identify and execute expansion, upsell, and cross-sell opportunities.
Drive net revenue retention performance through strategic customer relationship management.

Executive Customer Relationships

Establish trusted relationships with C-suite executives and senior stakeholders across strategic accounts.
Serve as executive sponsor for key enterprise customers and high-value partnerships.
Lead executive business reviews focused on value realization, growth opportunities, and strategic alignment.
Manage escalations and complex customer situations requiring executive intervention.

Customer Experience & Lifecycle Optimization

Design and optimize customer journey frameworks from onboarding through renewal and expansion.
Ensure seamless customer experiences across implementation, support, product adoption, and ongoing engagement.
Create customer health scoring systems and predictive models, identifying retention risks and growth opportunities.
Drive customer advocacy, reference programs, and community engagement initiatives.

Cross-Functional Collaboration

Partner with Product teams to influence roadmap priorities based on customer feedback and market insights.
Collaborate with Sales leadership to improve customer acquisition-to-retention transitions.
Work closely with Marketing to develop customer engagement and thought leadership programs.
Align operational processes with customer-centric business objectives.

Operational Excellence & Analytics

Develop metrics and performance frameworks measuring customer success effectiveness.
Establish executive dashboards tracking retention, adoption, satisfaction, engagement, and expansion performance.
Leverage customer intelligence and analytics to drive strategic decision-making.
Continuously improve processes supporting operational scalability and efficiency.

Talent Leadership & Organizational Development

Recruit, mentor, and develop customer success leaders and high-potential talent.
Establish leadership development programs and succession planning initiatives.
Foster a culture centered on customer advocacy, accountability, innovation, and measurable outcomes.
Build organizational capabilities supporting long-term enterprise growth.

Job Qualifications and Requirements

Bachelor’s degree in Business Administration, Marketing, Management, Communications, Technology, or related field required.
MBA or advanced business qualification strongly preferred.
12–18+ years of progressive leadership experience within Customer Success, Account Management, Client Services, Revenue Operations, or related executive functions.
Proven experience leading enterprise customer success organizations within SaaS, cloud technology, AI, cybersecurity, or enterprise software environments.
Demonstrated success managing large-scale customer portfolios and recurring revenue businesses.
Strong understanding of customer lifecycle management, subscription business models, and revenue retention strategies.
Experience leading global teams and managing complex enterprise customer relationships.

Personal Capabilities and Qualifications

Exceptional executive communication and relationship-building skills.
Strong commercial acumen with a deep understanding of recurring revenue business models.
Strategic thinker with the ability to execute at scale.
High emotional intelligence and customer-centric leadership style.
Proven ability to influence executive stakeholders internally and externally.
Strong analytical mindset with experience leveraging customer data and performance metrics.
Excellent organizational leadership and talent development capabilities.
Ability to thrive in fast-paced, high-growth environments.

Strategic Support

Support enterprise growth initiatives through customer retention and expansion strategies.
Provide executive leadership with customer insights, influencing business decisions and product innovation.
Strengthen customer advocacy and market reputation initiatives.
Drive organizational alignment around customer-centric operational models.
Support long-term revenue growth through sustainable customer success frameworks.
Contribute to strategic planning and enterprise transformation initiatives.

Working Conditions

Executive-level hybrid work environment with global leadership responsibilities.
Frequent interaction with enterprise customers, executive stakeholders, and board-level leadership.
International and domestic travel is required to support strategic customer relationships and leadership initiatives.
Fast-paced, growth-oriented environment requiring strategic agility and operational excellence.
Exposure to complex enterprise technology ecosystems and multinational customer organizations.

Job Function

Customer Success Leadership
Customer Retention & Revenue Expansion
Enterprise Relationship Management
Customer Experience Strategy
Customer Lifecycle Optimization
Commercial Operations & Analytics
Organizational Leadership & Talent Development

Compensation & Benefits

Compensation Package: $385,000 – $490,000

Executive annual performance bonus tied to customer retention, net revenue retention, expansion growth, and customer satisfaction objectives.
Long-term equity participation and executive incentive compensation plans.
Comprehensive healthcare, dental, vision, and executive wellness programs.
Retirement planning and executive financial advisory services.
Leadership development programs and executive coaching opportunities.
Flexible hybrid work environment and global mobility opportunities.
Access to cutting-edge AI, SaaS, and enterprise technology ecosystems.
Generous paid time off, family support benefits, and executive-level perks.

Why Join Us

Lead one of the most strategically important functions within a rapidly growing global technology organization.
Shape customer success strategy for a business serving Fortune 500 enterprises and multinational customers.
Work alongside world-class executives, product innovators, and commercial leaders.
Influence revenue growth, customer experience transformation, and enterprise expansion initiatives.
Gain exposure to cutting-edge AI, cloud computing, cybersecurity, and digital transformation technologies.
Build a lasting executive legacy within a company committed to innovation, customer value creation, and global market leadership.

Head of Customer Success