Head of Customer Success

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.