Head of Customer Success

Company Overview

We are a dynamic and rapidly expanding enterprise technology organization operating across high-growth digital markets where customer success, product adoption, revenue retention, service excellence, and long-term customer value drive sustainable performance. Our organization supports enterprise customers, strategic accounts, digital products, customer-facing teams, executive stakeholders, and complex service delivery models that require strong customer leadership, disciplined execution, and a deep commitment to measurable outcomes.

As customer expectations continue to evolve, organizations require leaders who can successfully connect customer strategy, account health, product adoption, retention, expansion, implementation quality, support alignment, and executive relationship management. The Head of Customer Success role has become one of the most influential leadership positions within modern SaaS and technology companies, responsible for ensuring customers achieve real business value while the company builds predictable revenue growth and long-term customer loyalty.

Our company is investing heavily in customer lifecycle transformation, AI-enabled customer intelligence, customer health analytics, scalable success programs, digital adoption, onboarding improvement, revenue retention, customer advocacy, enterprise account strategy, and customer experience modernization. We are seeking a highly accomplished Head of Customer Success who can lead a high-performing customer success organization while strengthening customer trust, improving retention, expanding account value, and aligning customer-facing teams around measurable business outcomes.

This is not a traditional customer success role focused only on account check-ins, renewal reminders, or reactive issue escalation. This is a strategic enterprise leadership role responsible for shaping how the company delivers value to customers from onboarding through adoption, renewal, expansion, advocacy, and long-term partnership.

The selected leader will own the customer success vision, operating model, talent strategy, retention discipline, customer health framework, executive engagement model, and cross-functional customer value agenda. This leader will work across Sales, Revenue Operations, Product, Support, Implementation, Marketing, Finance, Data Analytics, Legal, and Executive Leadership to ensure customer outcomes remain central to business growth.

This is a unique opportunity to lead a high-impact customer organization while partnering directly with executive leadership to shape customer strategy, revenue retention, enterprise account performance, and the future customer experience model of a large technology-driven company.

Your Role at the Company

As Head of Customer Success, you will oversee the strategy, performance, structure, and long-term development of the company’s customer success function while ensuring alignment with enterprise objectives, revenue targets, product adoption goals, customer expectations, and financial performance.

You will be responsible for leading customer success teams, improving customer health visibility, driving retention and expansion outcomes, strengthening enterprise relationships, building scalable success motions, and ensuring customers realize measurable value from the company’s products and services.

You will serve as a trusted advisor to executive leadership while maintaining accountability for customer retention, net revenue retention, gross revenue retention, adoption performance, customer satisfaction, renewal readiness, escalation management, and success team effectiveness.

The ideal candidate combines customer strategy, commercial acumen, people leadership, operational discipline, executive communication, and enterprise SaaS experience to drive measurable customer and business outcomes.

What You’ll Do

Lead the overall customer success strategy and customer lifecycle performance initiatives.

Develop and execute customer success plans that support retention, expansion, customer satisfaction, product adoption, and long-term account value.

Oversee customer health management, renewal readiness, account planning, escalation governance, and customer value realization.

Drive gross retention, net retention, customer engagement, adoption, satisfaction, and expansion performance across enterprise accounts.

Establish customer success KPIs, reporting frameworks, customer health dashboards, operating cadences, and performance management systems.

Improve customer lifecycle efficiency through onboarding optimization, adoption playbooks, segmentation strategy, and scalable success programs.

Partner with executive leadership to evaluate customer growth opportunities, retention risks, strategic account investments, and business expansion initiatives.

Lead workforce planning, talent development, performance management, and succession planning across customer success teams.

Build a culture of accountability, customer advocacy, commercial discipline, collaboration, and operational excellence.

Support digital transformation and AI-enabled customer success modernization initiatives across customer-facing functions.

Identify customer risks, adoption barriers, product gaps, service issues, and renewal threats, then implement practical mitigation strategies.

Strengthen relationships with enterprise customers, executive sponsors, strategic partners, vendors, and internal stakeholders.

Ensure customer success programs support compliance with corporate governance, data privacy expectations, contractual obligations, and operational standards.

Partner with Product, Support, Implementation, Sales, and Revenue Operations to improve customer feedback loops, customer delivery quality, and expansion readiness.

What You’ll Bring

15+ years of progressive leadership experience in customer success, account management, revenue retention, customer operations, professional services, enterprise SaaS, or customer experience leadership roles.

Proven success leading complex customer success organizations, enterprise account teams, and cross-functional customer-facing functions.

Strong understanding of customer lifecycle management, retention strategy, adoption programs, customer health scoring, renewal operations, and expansion motions.

Experience working within enterprise SaaS, AI-enabled technology, cloud platforms, customer experience technology, data intelligence, or high-growth digital environments.

Demonstrated success managing retention metrics, customer success performance, enterprise account outcomes, renewal readiness, and customer value realization.

Exceptional leadership, communication, executive relationship management, and stakeholder alignment capabilities.

Strong strategic planning, operational execution, customer analytics, and revenue retention experience.

Bachelor’s degree required.An

MBA or advanced business, technology, customer strategy, or organizational leadership degree is strongly preferred.

Experience advising executive leadership on customer trends, revenue risk, account health, adoption barriers, expansion opportunities, and enterprise customer strategy.

Strong experience working with CRM, customer success, revenue operations, analytics, and collaboration platforms such as Salesforce, Gainsight, Totango, ChurnZero, HubSpot, Tableau, Power BI, Looker, Snowflake, Zendesk, ServiceNow, Jira, Slack, or similar systems.

Benefits

Executive-level compensation package.

Comprehensive medical, dental, and vision healthcare coverage.

Executive retirement and wealth-planning programs.

Flexible remote-first work environment.

Leadership development and executive coaching.

Long-term incentive opportunities.

Customer success leadership development and continuing education reimbursement.

Wellness and mental health support programs.

Generous executive leave policies.

Access to strategic customer, revenue, product, and innovation initiatives.

Opportunity to influence customer strategy, enterprise retention, product adoption, and long-term business growth.

Personal Capabilities and Qualifications

Strategic thinker with strong customer success discipline and commercial judgment.

Exceptional leadership and people management skills.

Strong business, revenue, and customer lifecycle acumen.

Executive-level communication and presentation abilities.

Data-driven decision-making capabilities with a strong command of retention, adoption, health score, and customer experience metrics.

Strong problem-solving and organizational skills.

Ability to lead through complexity, customer risk, change, growth, and cross-functional pressure.

High emotional intelligence and stakeholder management expertise.

Results-oriented mindset with strong accountability for customer and business outcomes.

Customer-first leadership style with the ability to balance customer advocacy, business priorities, and operational discipline.

Strong ability to influence Product, Sales, Support, Implementation, Revenue Operations, Finance, and Executive Leadership around shared customer priorities.

Ability to build scalable customer success systems without losing the personal relationship quality expected by enterprise customers.

Strategic Support

Advise executive leadership on customer performance, retention risk, expansion opportunities, and customer experience strategy.

Support long-term customer lifecycle planning and enterprise customer success transformation initiatives.

Align customer success activities with corporate objectives, product strategy, revenue goals, and market opportunities.

Strengthen organizational effectiveness across customer-facing teams and improve customer value delivery.

Support mergers, acquisitions, new market entries, and business integration initiatives when applicable.

Improve customer success scalability through AI-enabled insights, automation, playbooks, segmentation, and process optimization.

Drive customer-centric initiatives that strengthen competitive positioning, customer loyalty, and enterprise account growth.

Contribute to enterprise-wide performance improvement programs focused on retention, adoption, customer satisfaction, and revenue predictability.

Partner with Product leadership to convert customer feedback, adoption signals, and account insights into product roadmap intelligence.

Partner with Sales and Revenue Operations to improve renewal forecasting, expansion targeting, account planning, and executive customer engagement.

Working Conditions

Remote-first executive leadership role.

Periodic travel for executive meetings, customer engagements, strategic account reviews, leadership off-sites, customer advisory boards, and planning sessions.

High-visibility position with significant organizational and revenue impact.

Fast-paced environment focused on growth, innovation, customer success, retention, and operational excellence.

Collaboration with executive leadership, customer-facing teams, business units, enterprise customers, and external stakeholders.

Opportunity to influence organizational strategy, customer experience design, enterprise account growth, and revenue performance.

Requires flexibility during customer escalations, renewal cycles, executive account reviews, product launches, major implementation issues, quarter-end activity, and strategic customer decisions.

The role requires handling confidential customer data, revenue information, contract details, account strategy, customer health information, executive communications, and business performance materials with discretion.

Job Function

Executive Customer Success Leadership.

Customer Lifecycle Strategy.

Enterprise Account Management.

Revenue Retention Management.

Net Revenue Retention and Gross Revenue Retention.

Customer Health and Adoption Strategy.

Customer Experience Leadership.

Renewal Readiness and Expansion Support.

Customer Success Operations.

Executive Customer Relationship Management.

Customer Advocacy and Voice of Customer.

Cross-Functional Customer Alignment.

Operational Excellence and Process Optimization.

Business Growth and Transformation.

Customer Success Analytics and Performance Reporting.

Compensation & Benefits

Compensation Package: $398,000 – $500,000

Base Salary: $398,000 – $500,000.

Executive Annual Performance Bonus.

Long-Term Incentive Eligibility.

Customer Retention and Revenue Growth Incentives.

Business Performance Achievement Incentives.

Executive Retirement Benefits.

Additional benefits may include:

• Comprehensive healthcare coverage.

• Executive wellness programs.

• Leadership coaching and development.

• Professional education assistance.

• Flexible work environment.

• Paid executive leave.

• Strategic leadership development resources.

• Customer success certification and executive education support.

• Access to modern customer success, CRM, analytics, revenue intelligence, collaboration, and AI-enabled customer platforms.

Equal Opportunity Statement

We are committed to fostering a workplace where innovation, diversity, and inclusion drive meaningful business outcomes. We provide equal employment opportunities to all applicants and employees regardless of race, religion, gender, age, disability, veteran status, sexual orientation, or any other protected characteristic under applicable law.

Why Join Us

Lead a high-impact customer success organization with enterprise-wide influence.

Partner directly with executive leadership on customer strategy, revenue retention, and strategic growth initiatives.

Drive meaningful transformation across customer lifecycle, adoption, retention, expansion, and customer experience.

Shape the future direction of a growing customer-focused organization.

Build and develop high-performing customer success teams and future leaders.

Influence customer loyalty, enterprise account value, product adoption, revenue performance, and long-term organizational growth.

Join an organization investing heavily in AI-enabled customer intelligence, digital customer success, scalable success programs, customer health analytics, and long-term customer value.

Leave a lasting leadership legacy through measurable customer outcomes, stronger retention performance, enterprise relationship growth, and transformational customer success results.