Head of Customer Success

Global Enterprise Technology | SaaS & AI-Enabled Platforms | B2B Digital Solutions at Scale
United State (Remote)
February 9, 2026
Full Time
Urgent

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Job Description

About the Role

In today’s enterprise landscape, customer success is no longer a post-sale support function. It is a strategic growth engine responsible for retention, expansion, customer lifetime value, and brand trust. We are seeking a Head of Customer Success to lead and scale a global customer success organization serving complex, enterprise-level clients.

This role is designed for an executive who understands how to align customer outcomes with revenue growth and long-term partnerships. The Head of Customer Success will own the entire post-sale customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion. You will define how the organization delivers measurable outcomes to customers while driving retention and sustainable growth.

As a core member of the executive leadership team, you will partner closely with Sales, Product, Technology, and Operations to ensure customer insights directly inform strategy and execution. Your mandate is to build a customer success organization that operates with discipline, data, and executive credibility at global scale.

This is not a reactive support role. It is a mandate to build customer success as a strategic operating function that directly impacts revenue, growth, and enterprise reputation.

Essential Duties and Responsibilities

  • Lead global customer success strategy across enterprise and strategic accounts

  • Own customer retention, renewal, expansion, and satisfaction outcomes

  • Define and scale the customer success operating model and engagement framework

  • Partner with Sales on renewals, expansion strategy, and account planning

  • Collaborate with Product and Technology to align roadmap with customer needs

  • Establish KPIs, health scoring, and performance dashboards for customer success

  • Drive adoption, value realization, and long-term customer outcomes

  • Lead executive-level customer relationships and escalations

  • Build and develop senior customer success leadership and global teams

  • Present customer insights, risks, and opportunities to executive leadership

Job Qualifications and Requirements

  • 15+ years of experience in customer success, account management, or enterprise services leadership

  • Proven success leading global customer success organizations at enterprise scale

  • Strong background in SaaS, enterprise technology, or digital platforms

  • Demonstrated ability to drive retention, expansion, and customer lifetime value

  • Experience partnering directly with C-suite clients and internal executives

  • Strong financial and commercial acumen related to renewals and expansion revenue

  • Bachelor’s degree required; advanced degree preferred

Personal Capabilities and Qualifications

  • Executive presence with strong customer and commercial credibility

  • Strategic thinker with disciplined execution mindset

  • Data-driven leader who balances empathy with accountability

  • Exceptional communicator and relationship builder

  • Comfortable operating in complex, high-stakes customer environments

  • Collaborative leader who aligns teams around shared outcomes

Strategic Support

  • Support enterprise growth and revenue strategy through customer expansion

  • Partner with Finance on forecasting, renewals, and revenue predictability

  • Collaborate with Product leadership on innovation and roadmap prioritization

  • Support mergers, acquisitions, and customer portfolio integration

  • Advise leadership on customer risk, retention trends, and market signals

Working Conditions

  • Hybrid executive work environment with global scope

  • Regular engagement with executive leadership and key customers

  • Periodic domestic and international travel

  • High-visibility role with direct revenue and customer impact

Job Function

  • Customer Success and Retention Leadership

  • Enterprise Account Strategy and Expansion

  • Customer Experience and Value Realization

  • Executive Relationship Management

  • Growth and Revenue Enablement

Compensation & Benefits

  • Base Salary: $340,000 – $425,000

  • Executive Annual Bonus Program

  • Long-Term Incentive Plan or Equity Awards

  • Comprehensive Medical, Dental, and Vision Coverage

  • 401(k) with Competitive Company Match

  • Executive Leadership and Customer Strategy Development

  • Wellness and Mental Health Support Programs

  • Generous Executive Paid Time Off and Holiday Package

Why Join Us

  • Lead customer success at true enterprise scale

  • Directly influence retention, growth, and long-term revenue

  • Partner with executive leadership on customer-driven strategy

  • Build a world-class customer success organization

  • Leave a lasting impact on customer outcomes, loyalty, and enterprise growth