Head of Customer Success

We're Hiring: Head of Customer Success | B2B SaaS • Customer Retention • Growth • Leadership

A global B2B SaaS company in hyper-growth mode is seeking a Head of Customer Success (CS) to take full ownership of the post-sale journey and build a world-class customer success organization.

This is a confidential leadership role for someone who is both strategic and hands-on, with proven experience in customer retention, upsell, cross-sell, and expansion strategies, driving measurable impact across enterprise accounts.

What You’ll Do

• Define and implement scalable customer success strategies, playbooks, and customer lifecycle frameworks
• Build, lead, and coach a high-performing Customer Success team (hiring, training, performance management)
• Design and own the end-to-end customer journey — from onboarding, adoption, renewal, and expansion
• Establish KPIs, customer health scores, and segmentation strategies to proactively drive engagement and reduce churn
• Collaborate cross-functionally with Sales, Product, Marketing, and Revenue Operations to align on GTM efforts
• Develop and scale customer support functions (SLAs, workflows, escalation processes)
• Champion the voice of the customer (VoC) to influence product roadmap and company strategy
• Drive Quarterly Business Reviews (QBRs), account planning, and enterprise account management
• Lead upsell, cross-sell, and account expansion initiatives through data-driven insights and relationship management

What We’re Looking For

• 7+ years of experience in Customer Success roles within B2B SaaS companies – must
• 5+ years in CS leadership positions (Head of CS, Director of CS, or equivalent) – must
• Proven track record of improving customer retention, satisfaction (NPS/CSAT), and recurring revenue (ARR/MRR growth)
• Experience building customer success playbooks, segmentation models, and scalable processes
• Strong analytical mindset with a data-driven approach (KPI tracking, dashboards, churn/expansion forecasting)
• Excellent executive communication skills and proven success collaborating across GTM teams
• Comfortable working in fast-paced, global SaaS environments and scaling organizations quickly
• Fluent English (written and verbal)
• Bachelor’s degree in Business, Computer Science, or a related field

Why Join Us?

This is a rare opportunity to shape and scale the Customer Success strategy of a hyper-growth SaaS company, with full ownership, international exposure, and the chance to build a best-in-class CS organization from the ground up.

Take the lead in building a world-class Customer Success function and make a lasting impact on global enterprise customers.