Head of Customer Success

My Client is Global Inventory management and logistical AI SaaS platform that is sold to the Pharma and CPG industries.

Due to rapid expansion they are looking for a Head of Client Success to help grow out a client success and customer retention team.

The role is a Player / Coach cross-functionally to ensure customers realize measurable business outcomes from their platform investment while expanding adoption over time.

Key Responsibilities

Revenue Retention – Leading, organizing and standardizing the renewals process across the Client Success team. Ensuring NRR (Net revenue retention increase) is the core of this role.

Expansion – Increasing Average Client Value per customer in your / Annual Recurring revenue of your teams portfolio. This is a Player / Coach role… you will be looking after enterprise clients

Customer Value & Engagement – Partnering with Sales / Marketing / Digital / Tech etc. to improve client satisfaction, product innovation and influencing marketing campaigns

CS Operations & Team Development – Directly manage 5–10 strategic and 10–20 hybrid accounts, growing out the CS Team and developing portfolio analytics, Value Realization Index (VRI), and LTV visibility

Qualifications

Experience

• 10+ years in Customer Success or enterprise account management EITHER within manufacturing/MES/Inventory Management platforms OR Working directly with Logistics / supply chain contacts on their software
• Experience managing complex enterprise accounts ($250k+ ARR)
• Experience scaling or optimizing a Customer Success function for a Tech / SaaS company

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