Full Time | Permanent
I’m working with a growing SaaS organisation seeking an experienced Customer Success Leader to build and scale a high-performing CS function. This role is ideal for someone who excels in team leadership, strategic customer engagement, and driving long-term value across an expanding customer base.
You’ll play a major part in shaping the future of the customer lifecycle—overseeing onboarding, adoption, retention, and advocacy—while acting as the senior voice of the customer across the business.
The Opportunity
You’ll lead a team of Customer Success Managers, establish scalable processes, and partner closely with Sales, Product, Support, and Executive leadership. Your focus will be on customer outcomes, account health, and revenue retention, while contributing strategic insight to guide product evolution and service improvements.
This is a high-impact role with strong influence over operational strategy, team development, and customer experience.
What You’ll Do
- Develop and execute a customer success strategy aligned to organisational goals.
- Lead, coach, and scale a team of CSMs, ensuring they deliver exceptional customer outcomes.
- Build strong senior-level relationships with strategic accounts, acting as an escalation point when needed.
- Drive increased adoption, deeper product usage, and expansion opportunities.
- Establish playbooks for onboarding, engagement, renewal, and ongoing success motions.
- Partner cross-functionally with Sales, Product, and Support to maintain a unified customer journey.
- Provide insight to product teams based on customer trends, needs, and feedback.
- Lead retention efforts for at-risk accounts and collaborate on win-back strategies.
- Create reporting frameworks to track team performance, customer health, and revenue impact.
Success Metrics
- Strong net revenue retention and overall customer retention rates.
- Growth in adoption, usage, and satisfaction metrics (CSAT, NPS).
- Increased expansion revenue and improved customer health scores.
- Reduction in churn risk through consistent proactive engagement.
- Scalable processes established for onboarding, renewal, and ongoing engagement.
What You’ll Bring
- 7+ years’ experience in customer success or account management, including 3+ years in a senior or leadership position.
- Demonstrated ability to drive retention, growth, and customer satisfaction at scale.
- Experience building and leading high-performing CS teams.
- Outstanding communication and executive presence, comfortable with C-suite conversations.
- Data-driven mindset with familiarity using CS platforms and health scoring tools.
- Strong strategic thinking with the ability to balance vision with day-to-day execution.
- Proven success collaborating across sales, product, marketing, and operations.
- Background in SaaS, ERP, or enterprise technology is preferred.