Head of Customer Success

Role Overview

As Head of Customer Success, you’ll own gross revenue retention and lead our entire post-sale organisation: Customer Success, Support, Onboarding, and Renewals. You will help to shape the strategy of the company.

What You Will Do

You’ll take a function that already works well and turn it into a predictable, best-in-class CS team. You’ll own and evolve post-sale strategy, and report on customer health to the CEO and board.

Why It Might Be a Fit

You’ve scaled a B2B SaaS Customer Success or post-sale function through the €5M–€25M stage, growing both customers and headcount. You’ve owned NRR and GRR directly in your previous role.

Requirements

• You’ve scaled a B2B SaaS Customer Success or post-sale function through the €5M–€25M stage, growing both customers and headcount.
• You’ve owned NRR and GRR directly in your previous role.
• You’ve led at least two post-sale pillars (for example CS and Support, or CS and Onboarding) and you’re ready to own all four.
• You’ve built operating models: segmentation, health scoring, playbooks and CS tooling.
• You’re technically and analytically credible with a product whose value is abstract. You can run discovery and frame value for enterprise stakeholders.
• You’ve hired, coached and structured teams, and you lead through others while staying close to customers.

Benefits

• Generous share options
• Bonus structure
• Keep Growing budget of €2,000 annually to spend on your professional growth and learning
• Health insurance
• Bike-to-work scheme
• Company-matched pension plan (for Ireland-based employees)
• 23 days of annual leave in addition to annual company shut-down days
• Fully paid sabbatical after 4 years of service
• Increasing leave entitlements with continued tenure