Head of Customer Success
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Key skills for this role
About the Role
The Head of Customer Success leads strategic enterprise accounts and a team of Customer Success Managers and Deployment Engineers in a fast-growing AI technology environment.
Key Skills for This Role
Responsibilities
- Own and manage a portfolio of strategic enterprise customer accounts, ensuring strong adoption, retention, and expansion.
- Lead, mentor, and develop a team of Customer Success Managers and Deployment Engineers.
- Design and implement scalable customer success frameworks, including onboarding programs, health scoring systems, and operational playbooks.
- Serve as the primary escalation point for complex customer issues.
- Conduct executive business reviews and strategic account planning sessions with enterprise customers.
- Collaborate with executive leadership on customer health initiatives and product feedback.
- Support recruitment, onboarding, and talent development efforts.
- Act as a bridge between customer facing teams and technical implementation resources.
Requirements
- Previous experience in a technical implementation role such as Solutions Engineer, Deployment Engineer, or Technical Implementation Consultant before transitioning into customer success leadership.
- Proven leadership experience managing, coaching, and developing teams, including performance management and talent development.
- Strong technical knowledge of APIs, webhooks, integrations, and software implementation processes.
- Demonstrated success managing complex enterprise customer relationships throughout the full customer lifecycle.
- Experience creating customer success processes, frameworks, and operational standards from the ground up.
- Excellent verbal and written English communication skills.
- Strong problem solving mindset and customer focus.
Full Job Posting
Overview
- Join a fast growing AI technology environment where customer success plays a critical role in driving long term business growth and product adoption.
- This leadership position combines strategic account ownership with team management, offering the opportunity to shape customer success operations from the ground up.
- You will lead both Customer Success Managers and technical implementation specialists while serving as a trusted advisor to enterprise clients.
Accountabilities
- Own and manage a portfolio of strategic enterprise customer accounts, ensuring strong adoption, retention, and expansion opportunities.
- Lead, mentor, and develop a team of Customer Success Managers and Deployment Engineers, fostering a high performance and customer centric culture.
- Design and implement scalable customer success frameworks, including onboarding programs, health scoring systems, operational playbooks, and performance standards.
- Serve as the primary escalation point for complex customer issues, driving resolution and maintaining strong client relationships.
- Conduct executive business reviews, strategic account planning sessions, and stakeholder meetings with enterprise customers.
- Collaborate closely with executive leadership on customer health initiatives, team performance, and product feedback to support company growth.
- Support recruitment, onboarding, and talent development efforts as the customer success organization expands.
- Act as a bridge between customer facing teams and technical implementation resources to ensure successful project delivery and customer outcomes.
Requirements
- Previous experience in a technical implementation role such as Solutions Engineer, Deployment Engineer, Technical Implementation Consultant, or a similar hands on technical position before transitioning into customer success leadership.
- Proven leadership experience managing, coaching, and developing teams, including performance management and talent development responsibilities.
- Strong technical knowledge of APIs, webhooks, integrations, and software implementation processes gained through practical experience.
- Demonstrated success managing complex enterprise customer relationships throughout the full customer lifecycle.
- Experience creating customer success processes, frameworks, and operational standards from the ground up in fast paced environments.
- Excellent verbal and written English communication skills, with the ability to engage effectively with executive stakeholders and technical teams.
- Strong problem solving mindset, customer focus, and ability to navigate high pressure situations with confidence and professionalism.
- Comfortable working across global teams and collaborating in a dynamic, growth oriented environment.
Benefits
- Competitive compensation package based on experience.
- Performance based bonus opportunities.
- Equity participation program.
- WeWork membership and workspace flexibility.
- Career advancement opportunities within a rapidly growing organization.
- High level of exposure to executive leadership and strategic decision making.
- Flexible and collaborative international work environment.
- Opportunity to shape and scale a critical business function with significant impact.
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