Head of Customer Success Manager

Codility helps the world’s best companies hire the right engineers quickly, fairly, and with confidence. We invented the technical assessments category and continue to lead it through constant product innovation, deep customer focus, and a strong understanding of how engineering teams hire. As AI changes how software is written, reviewed, and evaluated, Codility is helping customers rethink what great technical hiring looks like.

Your role as Head of Customer Success will involve owning key customer relationships while also bringing structure, consistency, and focus to our Customer Success function. This is a player-coach role where you will manage a portfolio of strategic customers, lead post-sales activities that drive adoption, retention, and expansion, and help the wider team improve how we run Customer Success at Codility.

You will be expected to bring strong customer judgment, commercial discipline, technical credibility, and a practical, structured approach to account management. We are looking for someone who can be credible with senior Talent, People, and Engineering stakeholders, and who can help our team better support customers as they rethink technical hiring in an AI-enabled world.

What you’ll do:

• Manage our small but great team of CSMs, leading from the front, helping define great process and demonstrating best practice.
• Personally manage a portfolio of strategic customer accounts, building trusted relationships with key decision-makers and stakeholders across Talent, People, Engineering, and Executive teams.
• Own the post-sales customer lifecycle, including onboarding, deployment planning, adoption, change management, business reviews, renewal preparation, and expansion support.
• Build clear success plans for customers, defining goals, success metrics, stakeholder maps, adoption milestones, and actions required to achieve measurable value.
• Increase customer retention and satisfaction by running regular check-ins, identifying risks early, resolving blockers, and ensuring customers see clear return on investment.
• Partner closely with Sales to identify growth opportunities, map accounts, strengthen executive relationships, and prepare for renewals well in advance.
• Work closely with Solutions Engineering, Product, and Support to resolve customer issues, improve adoption, and ensure customer feedback is translated into meaningful internal action.
• Act as the voice of the customer, sharing structured feedback on how Codility can better serve enterprise customers and engineering-led organisations.
• Help bring more structure to the Customer Success team by improving account planning, QBR quality, renewal discipline, health scoring, customer segmentation, playbooks, and internal ways of working.
• Coach and support other CSMs by sharing best practices, helping with complex accounts, and raising the overall quality and consistency of customer success across the team.
• Use AI thoughtfully in your own work to improve productivity, analyse customer data, prepare for customer conversations, scale customer insight, and improve team processes.

The profile we are looking for in this role:

• You have worked extensively in customer-facing roles within technical, complex, or engineering-focused B2B SaaS environments.
• You have experience working with large enterprise customers and building trusted relationships with senior stakeholders, ideally including Engineering leaders, CTOs, technical buyers, or developer teams.
• You understand software, can work with engineers to support their technical requirements, and can be an effective bridge between customers and our engineering team.
• You have a strong track record of driving retention, adoption, customer satisfaction, and commercial growth across strategic accounts.
• You have experience managing and coaching team members to success.
• You have experience helping a Customer Success team become more structured, whether through playbooks, success plans, account planning, QBR frameworks, renewal processes, health scoring, coaching, or team leadership.
• You are comfortable operating as a player-coach: owning your own customer portfolio while also supporting, coaching, and improving the wider team.
• You are commercially strong and can partner effectively with Sales on account growth, renewal preparation, stakeholder mapping, and expansion opportunities.
• You are curious and practical about AI, and already use it as part of how you work, think, analyse customer problems, and improve your own productivity.
• You have a strong analytical foundation, with the ability to manipulate, interpret, and synthesise customer data to improve customer experience, adoption, and return on investment.
• You are highly organised, calm under pressure, and confident managing multiple accounts, projects, and workstreams concurrently without losing quality or attention to detail.
• You are proactive, structured, and pragmatic, with the ability to prioritise accounts based on clear strategy, risk, growth potential, and customer value.