Head of Customer Success

Role Overview

The founding Head of Customer Success will lead and develop the Customer Success and Support organisation, setting and continually improving the company’s Customer Success strategy. The role will involve building scalable customer segmentation and engagement models, developing health scores, and creating systems and playbooks to scale.

What You Will Do

The Head of Customer Success will lead and develop the Customer Success and Support organisation, set and continually improve the company’s Customer Success strategy, establish Customer Success as a key pillar of the organisation, and drive product adoption, retention, and expansion.

Why It Might Be a Fit

The ideal candidate will have proven experience leading and scaling Customer Success teams, a strong track record across retention, adoption, and expansion, and a highly commercial and data-driven approach.

Requirements

• Proven experience leading and scaling Customer Success teams
• Experience operating through a similar startup-to-scale-up journey
• A strong track record across retention, adoption, and expansion
• A highly commercial and data-driven approach
• Experience building systems and playbooks, rather than simply inheriting them
• Strong people leadership and a track record of improving team performance
• The ability to move between strategy and hands-on execution
• Comfort operating in a fast-moving, high-accountability environment
• Experience in vertical, SMB or mid-market SaaS
• Healthcare experience is helpful but not essential

Tagged as: Data Analysis