Global Customer Support Leader

The Head of Customer Success & Value will work particularly closely with Solution Delivery & Talent Forge, which owns implementation, technical delivery, transformation engagements, and customer solution builds. Together, the two organizations share accountability for accelerating time-to-value and creating an exceptional end-to-end customer experience.

This role also partners closely with Customer Growth and Sales to translate demonstrated customer value into long-term retention and expansion.

Success in this role will be measured through:

Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)

Customer adoption and consumption, including of AI and agentic capabilities

Time-to-value

Customer health and risk reduction

Demonstrated customer outcomes and ROI

Executive engagement

Customer advocacy and references

Expansion opportunities generated through demonstrated value

Customer Success productivity and scalability

We're looking for a transformational customer leader who believes the next generation of Customer Success will look fundamentally different from traditional SaaS account management. You have:

Significant leadership experience across Customer Success, Customer Value, Adoption, or post-sales organizations in enterprise SaaS, AI, cloud, or platform businesses.

Experience leading and developing global customer-facing teams.

A demonstrated track record improving customer adoption, retention, value realization, and growth.

Experience supporting complex global enterprises and building trusted relationships with C-suite executives.

Experience building and scaling Customer Success operating models, segmentation strategies, success plans, playbooks, metrics, and teams.

Strong commercial instincts and a deep understanding of recurring-revenue business models.

Experience using product telemetry, customer data, and insights to drive proactive customer engagement.

Comfort operating in an environment where products, technology, and customer use cases are evolving rapidly.

The ability to translate AI and technology capabilities into meaningful business and workforce outcomes.

A builder mindset — someone who can set the strategy while also creating the operating mechanisms required to execute it.

Strong cross-functional leadership skills and the ability to influence Product, Engineering, Sales, Services, and executive leadership.

Experience in HR or HR technology — for example, as a former CHRO, HR leader, or Head of Talent — is a strong plus.

Most importantly, you believe Customer Success is not simply a relationship function. It is the discipline of turning technology into customer outcomes.