Head of Customer Success

Position Description

In this role you will be shaping our customer success strategy, ensuring our customers achieve maximum value while driving growth and retention. You’ll collaborate closely with Sales to onboard new customers and develop growth strategies for existing customers. You’ll identify and implement predictive analytics to reduce churn, and strengthen customer advocacy programs. Leadership is key—we’re looking for someone who can build and mentor a high-performing team while driving alignment with our corporate goals. If you are a strategic leader with a passion for technology and customer excellence, this may be the perfect opportunity for you.

Responsibilities

• Develop and execute a comprehensive, data-driven customer success strategy aligned with company objectives, focusing on customer adoption, expansion, and retention.
• Oversee the entire customer journey from onboarding to renewal. Establish a scalable and repeatable framework to drive success outcomes.
• Develop and implement a best-in-class customer experience program that standardizes service delivery, ensuring consistent, high-value interactions.
• Establish and track key performance indicators (KPIs) to measure the effectiveness of customer success initiatives.
• Use data-driven insights to continuously refine strategies, ensuring customer success goals align with corporate objectives.
• Implement robust reporting frameworks integrating dashboards and AI-driven analytics for real-time performance monitoring.
• Integrate Customer Success tools and CRM platforms to enhance lifecycle management, drive automation, and ensure real-time customer insights.
• Establish and strengthen C-level relationships across key accounts to solidify strategic partnerships and drive engagement across stakeholders to embed our solutions within their long-term business strategy.
• Recruit, mentor, and lead a high-performing global customer success team, fostering a culture of innovation and accountability.
• Collaborate cross-functionally to drive a customer-centric culture across all business units.
• Build and establish relationships with partner consulting organizations to enhance go-to-market strategy and implementation success and develop strategic alliances that extend customer reach and accelerate value realization.

Qualifications

• 10+ years of experience in senior leadership roles within post-sales services or customer success, preferably in a technology or SaaS company.
• Analytical mindset with experience in using data-driven insights to inform strategy and decision-making.
• Proven track record in driving customer adoption, retention, and expansion strategies through data-driven methodologies.
• Understanding of SaaS business models, lifecycle management, and revenue expansion techniques.
• Strong leadership skills with the ability to build, inspire, and scale teams.
• Technical knowledge of enterprise software ecosystems, integrations, and best practices.
• Experience working with CRM platforms, Customer Success tools, AI-driven customer analytics platforms. Leveraging automation, analytics, & AI to enhance customer engagement and operational efficiency.
• Experience working with or in construction a plus