Our Client is seeking a Global Head of Customer Success to lead the evolution of their customer success function, driving operational excellence.
About the Role
Our client is an innovative, high-growth SaaS business with a global customer base, helping enterprise organisations optimise their workplace and operational environments through cutting-edge technology. As the company continues to scale internationally, they are seeking a Global Head of Customer Success to lead the evolution of their customer success function, driving operational excellence, customer retention, and long-term growth across multiple regions. Key Responsibilities
Lead, mentor, and develop a global Customer Success team across multiple regions and time zones.
Design, implement, and standardise customer success processes across the full customer lifecycle, including onboarding, adoption, customer health, business reviews, renewals, retention, and expansion.
Build scalable operational frameworks, reporting, and success metrics to support continued international growth.
Manage relationships with a portfolio of strategic enterprise customers, ensuring high levels of satisfaction, retention, and commercial growth.
Partner closely with Sales, Implementation, Product, and Support teams to deliver a seamless customer experience.
Drive customer engagement initiatives and identify opportunities to maximise customer value and long-term partnership.
Establish and monitor key performance indicators including customer retention, revenue expansion, customer satisfaction, and team performance.
Foster a customer-centric culture while continuously improving processes, communication, and operational efficiency.
Support the ongoing growth of the Customer Success organisation through coaching, succession planning, and future team expansion.
Requirements
Significant experience in Customer Success leadership within a B2B SaaS environment.
Proven track record leading global Customer Success teams across multiple regions and time zones.
Experience managing complex enterprise customer relationships and strategic global accounts.
Strong player-coach leadership style, with the ability to balance strategic leadership and direct customer engagement.
Deep understanding of the complete Customer Success lifecycle, including onboarding, adoption, executive business reviews, renewals, retention, and revenue expansion.
Demonstrated success building or scaling Customer Success functions, introducing best practices, and driving operational consistency.
Excellent stakeholder management skills with the ability to influence both customers and senior internal leaders.
Strong commercial awareness with experience identifying opportunities for customer growth while improving retention and long-term value.
Analytical mindset with the ability to use customer data and performance metrics to inform strategic decisions.
Outstanding communication, presentation, and relationship-building skills.
Desirable Experience
Previous experience within PropTech, workplace technology, smart building, or a related technology sector.
Experience working within a fast-paced, scaling SaaS organisation undergoing international growth.
Exposure to software solutions that incorporate connected hardware or IoT technologies would be advantageous.
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