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Head of Customer Success

We are seeking a strategic Head of Customer Success to lead our customer success team and ensure our clients achieve their desired outcomes through the effective use of our products/services. The ideal candidate is passionate about customer satisfaction, adept at scaling processes, and driven to build a high-performing, customer-centric organisation.
  • Salary: DOE
  • Duration: Full time, permanent
  • Location: Ireland or the UK
  • Department: Operations

This is an exciting opportunity to build and support a developing team. The ideal candidate will possess excellent leadership skills, a good understanding of our platforms and customer bases, and the ability to work to targets.

Key Responsibilities:

  • Build, lead, and mentor a team of Customer Success Managers (CSMs).
  • Develop and execute the customer success strategy to drive product adoption, customer satisfaction, and long-term retention.
  • Act as an escalation point for customers for customer concerns and issues when needed and appropriate.
  • Achieve upsell targets via re-contracting, pricing uplifts and identifying cross-sell opportunities.
  • Ensure the re-contracting process is effective and efficient for all customers
  • Own key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and churn/retention rates.
  • Collaborate cross-functionally with Sales, Product, Marketing, and Support to align customer needs with business goals.
  • Implement scalable processes and tools to improve customer engagement, renewals, and upsell opportunities.
  • Serve as the voice of the customer within the organisation, providing insights to help shape product development and strategy.
  • Oversee onboarding, training, and support processes to ensure a seamless and consistent customer experience.
  • Manage customer health scoring systems and develop proactive strategies for at-risk accounts.
  • Regularly present updates and insights to executive leadership and stakeholders.

Required Skills and Experience:

1. Leadership & People Management

  • Proven ability to lead, mentor, and grow high-performing customer success or account management teams.
  • Strong coaching and development skills.

2. Strategic Thinking

  • Ability to design and execute long-term customer success strategies aligned with company goals.
  • Experience setting KPIs and using metrics to drive performance and improvements.

3. Customer-Centric Mindset

  • Deep understanding of customer needs, behaviours, and how to drive value throughout the customer lifecycle.
  • Commitment to delivering exceptional experiences and building trusted relationships.

4. Communication & Interpersonal Skills

  • Exceptional verbal and written communication skills, including the ability to present to executives and clients.
  • High emotional intelligence and conflict resolution abilities.

5. Data Analysis & Decision-Making

  • Proficiency in using data and customer feedback to inform decisions and improve processes.
  • Experience with customer health scoring, churn analysis, and NPS/CSAT metrics.

6. Cross-Functional Collaboration

  • Track record of working effectively with Sales, Marketing, Product, and Support teams to align on customer outcomes.

7. Process Development & Optimisation

  • Skilled in designing scalable processes for onboarding, adoption, and renewal.
  • Familiarity with customer journey mapping and lifecycle management.

8. Target-driven

  • Ability to work to and exceed targets.

Required Experience:

  • Experience in managing Customer Success, Account Management, or Client Services.
  • Proven success in B2B SaaS or technology-driven environments.
  • Experience managing a customer portfolio with enterprise and/or mid-market clients.
  • Demonstrated ability to reduce churn, increase customer lifetime value, and drive upsell/renewal outcomes.

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