Global Head of Customer Success

Role Overview

The Global Head of Customer Success will lead the Customer Success team, develop a global team of Customer Success Managers, and own customer outcomes for their own accounts. The role involves building a deep understanding of each customer’s operations, preparing customer organisations for implementation, and managing user training and onboarding.

What You Will Do

The responsibilities include leading the Customer Success team, owning customer outcomes for their own accounts, building a deep understanding of each customer’s operations, preparing customer organisations for implementation, and managing user training and onboarding.

Why It Might Be a Fit

The ideal candidate will have in-depth experience in the aviation sector, several years in customer success, account management, consulting, or an operational leadership role in a B2B software or aviation environment, and a commercial mindset.

Requirements

• In-depth experience in the aviation sector, preferably from a ground operations, APOC or OCC perspective
• Several years in customer success, account management, consulting or an operational leadership role in a B2B software or aviation environment
• Proven experience in leading a global team in a player / coach setup
• A commercial mindset: you understand how value turns into renewals and growth, are comfortable building business cases and discussing scope and commercials with senior stakeholders, and enjoy working hand-in-hand with Sales
• Experienced in business- and behavioural change management, and able to get frontline staff and senior leadership equally excited about a new way of working
• Strong understanding of corporate hierarchies and proven ability to successfully maneuver in complex matrix organizations
• Strong analytical skills; you like working with data and turning it into insight and action
• Highly ambitious, self-confident and loves to engage with customers; likeable and highly empathetic
• Comfortable and able to work with people from different cultural and professional backgrounds, and leading a distributed team across time zones
• Works independently and proactively in a remote setting
• Ability and willingness for extensive international travel to customers across North America, Europe and beyond, and to work flexibly across time zones
• Very good command of English; any other language skills are a bonus

Benefits

• Participation in making important decisions, your ideas will be heard and implemented
• A leadership role with real ownership of a function that is central to how Assaia grows
• Remote work with a flexible schedule, and the chance to travel the world for us
• A great company culture based on honesty and mutual respect, with live team events
• Paid relevant conferences and online education