Head of Customer Success

We are partnering with a rapidly growing global B2B SaaS organization that develops technology used by millions of users worldwide. The company serves a diverse customer base ranging from individual developers and startups to large enterprise organizations.

As the business continues to scale its enterprise customer success function, it is seeking a Head of Customer Success to lead a strategic transformation focused on customer growth, retention, operational excellence, and AI-enabled productivity.

This is a highly visible leadership role with significant influence across the business and direct ownership of customer success outcomes.

The business is entering a new phase of growth and is focused on three strategic priorities:

Shift from Renewals to Growth Partnerships

Move beyond transactional renewal management and build a proactive customer success model focused on:

• Customer success planning

• Executive stakeholder engagement

• Business outcome alignment

• Expansion opportunities

• Structured executive business reviews

Build a Tiered, AI-Enabled Customer Success Model

Design a scalable coverage strategy that delivers:

• High-touch engagement for strategic customers

• Scaled customer success motions for mid-market accounts

• Automated and AI-powered experiences for long-tail customers

• Improved productivity through AI and automation

Establish Customer Success Best Practices Across the Organization

Create a Customer Success Center of Excellence that will:

• Define customer success methodology

• Standardize health scoring

• Improve retention and expansion programs

• Establish onboarding and engagement frameworks

• Drive operational consistency across multiple business units

What You'll Do

Customer Success Leadership

• Own Net Revenue Retention (NRR)

• Drive enterprise customer retention and expansion

• Lead and develop a high-performing Customer Success team

• Create executive engagement strategies for key accounts

• Improve customer health and adoption outcomes

• Partner closely with Sales, Product, Operations and Executive Leadership

AI-Powered Customer Success

Leverage AI and automation to improve:

• Customer health scoring

• Expansion identification

• Executive business review preparation

• Success planning

• Customer communications

• Team productivity

Customer Voice & Product Alignment

• Build a structured customer feedback process

• Ensure customer insights influence product decisions

• Strengthen collaboration between Customer Success and Product teams

Customer Success Center of Excellence

• Define customer success standards and methodology

• Establish best practices across multiple teams

• Create measurement frameworks and reporting standards

• Influence senior stakeholders through expertise and leadership

What Success Looks Like

Within the first year, you will:

• Improve Net Revenue Retention performance

• Increase expansion within enterprise accounts

• Implement a scalable customer success coverage model

• Introduce AI-driven productivity improvements

• Build stronger customer-to-product feedback loops

• Establish a Customer Success Center of Excellence

What PowerToFly.com Has to Offer PowerToFly supports a fully remote team and core coverage with country specific benefits. This may include health care, a retirement savings plan, parental and adoption leave and perks such as self-directed budgets to support learning and growth. We also offer unlimited personal time off and mentorship opportunities.