Head of Customer Success

Overview

Accountabilities

• Own and manage a portfolio of strategic enterprise customer accounts, ensuring strong adoption, retention, and expansion opportunities.
• Lead, mentor, and develop a team of Customer Success Managers and Deployment Engineers, fostering a high-performance and customer-centric culture.
• Design and implement scalable customer success frameworks, including onboarding programs, health scoring systems, operational playbooks, and performance standards.
• Serve as the primary escalation point for complex customer issues, driving resolution and maintaining strong client relationships.
• Conduct executive business reviews, strategic account planning sessions, and stakeholder meetings with enterprise customers.
• Collaborate closely with executive leadership on customer health initiatives, team performance, and product feedback to support company growth.
• Support recruitment, onboarding, and talent development efforts as the customer success organization expands.
• Act as a bridge between customer-facing teams and technical implementation resources to ensure successful project delivery and customer outcomes.

Requirements

• Previous experience in a technical implementation role such as Solutions Engineer, Deployment Engineer, Technical Implementation Consultant, or a similar hands-on technical position before transitioning into customer success leadership.
• Proven leadership experience managing, coaching, and developing teams, including performance management and talent development responsibilities.
• Strong technical knowledge of APIs, webhooks, integrations, and software implementation processes gained through practical experience.
• Demonstrated success managing complex enterprise customer relationships throughout the full customer lifecycle.
• Experience creating customer success processes, frameworks, and operational standards from the ground up in fast-paced environments.
• Excellent verbal and written English communication skills, with the ability to engage effectively with executive stakeholders and technical teams.
• Strong problem-solving mindset, customer focus, and ability to navigate high-pressure situations with confidence and professionalism.
• Comfortable working across global teams and collaborating in a dynamic, growth-oriented environment.

Benefits

• Competitive compensation package based on experience.
• Performance-based bonus opportunities.
• Equity participation program.
• WeWork membership and workspace flexibility.
• Career advancement opportunities within a rapidly growing organization.
• High level of exposure to executive leadership and strategic decision-making.
• Flexible and collaborative international work environment.
• Opportunity to shape and scale a critical business function with significant impact.

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