Head of Customer Success

An exciting confidential opportunity has arisen for an experienced Head of Customer Success Management to join a leading international technology business operating within a complex B2B software environment

This is a strategic leadership role focused on driving customer adoption, long-term value creation, and customer retention across a portfolio of enterprise accounts. The successful candidate will play a key role in shaping and scaling the Customer Success function, while acting as a trusted partner between customers, Product teams, and internal stakeholders

The Role

The Head of Customer Success Management will be responsible for overseeing strategic customer relationships, ensuring successful onboarding and platform adoption, and delivering measurable business outcomes for clients

Leading a team of Customer Success Managers, this individual will define Customer Success methodologies, governance structures, reporting frameworks, and operational best practices to support continued growth and customer satisfaction.

This role requires a commercially minded and highly collaborative leader who can combine customer-centric thinking with strong operational execution and cross-functional influence

Key Responsibilities

• Lead onboarding, activation, and adoption strategies for strategic enterprise customers
• Drive customer engagement, retention, and value realization across the customer lifecycle
• Manage, mentor, and develop a team of Customer Success Managers
• Build and scale Customer Success processes, methodologies, and governance frameworks
• Partner closely with Product teams to align customer feedback, priorities, and roadmap evolution
• Translate product developments into customer-focused business value narratives
• Identify customer risks, adoption barriers, and escalation points, coordinating resolutions internally
• Lead executive-level customer governance meetings and strategic reviews
• Deliver structured reporting on adoption, customer health, performance metrics, and business impact
• Collaborate cross-functionally with Product, Sales, and Delivery teams to ensure seamless customer experiences

Requirements

• Proven experience leading Customer Success teams within a B2B SaaS or software platform environment
• Strong understanding of customer adoption, retention, and value realization strategies
• Experience managing complex enterprise accounts and executive-level stakeholders
• Ability to structure and scale Customer Success operations, frameworks, and reporting processes
• Data-driven mindset with experience using customer metrics and performance insights to drive decisions
• Strong business acumen with the ability to connect platform usage to measurable customer outcomes
• Excellent communication, storytelling, and stakeholder management skills
• Experience working closely with Product teams within agile or fast-paced technology environments
• Strong leadership capabilities with a collaborative and solution-oriented approach
• Fluent English communication skills required