Head of Customer Success

A fast-growing, technology-driven platform that provides advanced data, analytics, and workflow solutions to institutional clients. The company serves investment teams, risk professionals, and other decision-makers who rely on high-quality analytics, modern tooling, and seamless integrations to manage portfolios and operational processes. The environment is dynamic, client-centric, and built around continuous product innovation.

Role Overview

The Head of Customer Success will lead the global customer success function and serve as the strategic owner of the client lifecycle—from onboarding and adoption to long-term retention, expansion, and advocacy. This is a leadership role responsible for shaping the customer success strategy, building scalable processes, mentoring a high-performing team, and partnering closely with product, sales, and operations to deliver an exceptional client experience.

You will operate as both a senior leader and a hands-on partner to strategic accounts, ensuring customers extract maximum value from the platform\’s analytics, data integrations, and workflow capabilities.

Key Responsibilities

1. Leadership & Strategy

• Build and execute a customer success strategy aligned with the company\’s growth objectives.
• Lead, coach, and develop a team of customer success managers and specialists.
• Define operational frameworks, KPIs, and best practices for customer engagement, renewal, and expansion.

2. Customer Lifecycle Ownership

• Oversee the end-to-end customer journey: onboarding, training, adoption, value realization, and renewal.
• Establish playbooks and success plans that ensure clients achieve measurable outcomes.
• Develop proactive engagement practices to mitigate risk and promote long-term platform usage.

3. Strategic