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.
"Jon at LMRE made finding the perfect candidate feel like a breeze. It was a new role on my team, so the scope was a little broad and undefined. As the hiring manager, it was more of a "I'll know it when I see it" type of thing. Jon helped me really dig in on the most critical parts of the role and surfaced several great candidates! I ended up hiring someone that came through LMRE and it's been a great fit all around....
Sara Pope, Senior Director of Enablement at KahuaClient
"Great job - perfect combo of moving things forward and working around the schedule of a busy CEO. Great handle on our industry and on people in general....
Kathleen Egan, CEO & Co-Founder at ecomedesClient
"Recruitment processes can be long and exhausting, but not with Romey! From our very first conversation, Romey immediately became a friend. She never ceased to amaze me with her attentiveness to our needs and requirements for the role, as well as the seamless and smooth process she provided. She is dedicated, keeps everyone engaged, and displays a high level of professionalism. The candidates she sent us not only tick...
Shir Abecasis, CEO & Co-Founder at FIRMUSClient
"The goal for this project was to identify and hire DroneDeploy's first EMEA based Customer Success Manager. We are very happy we approached LMRE to help us achieve this goal. The entire way, the LMRE team and especially Jon were extremely Supportive, Proactive, and Professional. Jon's effort to understand the type of Customer Success Manager was paramount. We are very lucky to have had Jon's guidance and Support, and...
Alex Hennessey, DroneDeployClient
"Hey, I'm Chief Product Officer at Canvas. We engaged with LMRE through our CEO connection. And I'm happy we did! We were looking for a Product Manager for our Operations team. We needed not just a great PM but a subject matter expert in BIM (Building Information Modeling) space. At first, we thought that we might be looking for a unicorn, so we even increased the search geography from Europe to Europe+US. Luckily, LM...
Anton Yakubenko, Chief Product Officer at CanvasClient
"We were looking for a Product Manager for our Operations team. We needed not just a great PM but a subject matter expert in BIM (Building Information Modeling) space. At first, we thought that we might be looking for a unicorn, so we even increased the search geography from Europe to Europe+US. Luckily, LMRE were able to provide us with a flow of high-quality candidates. Lacey and the team have done great screening s...
Anton Yakubenko, Chief Product Officer at CanvasClient
Sara Pope, Senior Director of Enablement at KahuaClient
"Jon at LMRE made finding the perfect candidate feel like a breeze. It was a new role on my team, so the scope was a little broad and undefined. As the hiring manager, it was more of a "I'll know it when I see it" type of thing. Jon helped me really dig in on the most critical parts of the role and surfaced several great candidates! I ended up hiring someone that came through LMRE and it's been a great fit all around. I've even had 3rd party organisations tell me what a slam dunk hire it was! I'd recommend any hiring manager or HR team to work with Jon if they want to find incredible talent, especially in such a niche space like ConTech! Jon really took the headache out of hiring for me."
Kathleen Egan, CEO & Co-Founder at ecomedesClient
"Great job - perfect combo of moving things forward and working around the schedule of a busy CEO. Great handle on our industry and on people in general."
Shir Abecasis, CEO & Co-Founder at FIRMUSClient
"Recruitment processes can be long and exhausting, but not with Romey! From our very first conversation, Romey immediately became a friend. She never ceased to amaze me with her attentiveness to our needs and requirements for the role, as well as the seamless and smooth process she provided. She is dedicated, keeps everyone engaged, and displays a high level of professionalism. The candidates she sent us not only ticked all the boxes but also came prepared and excited for the interviews, thanks to her guidance. Romey was always there to swiftly lead us to the finish line."
Alex Hennessey, DroneDeployClient
"The goal for this project was to identify and hire DroneDeploy's first EMEA based Customer Success Manager. We are very happy we approached LMRE to help us achieve this goal. The entire way, the LMRE team and especially Jon were extremely Supportive, Proactive, and Professional. Jon's effort to understand the type of Customer Success Manager was paramount. We are very lucky to have had Jon's guidance and Support, and know that their hand in this effort ensured we hired the right person."
Anton Yakubenko, Chief Product Officer at CanvasClient
"Hey, I'm Chief Product Officer at Canvas. We engaged with LMRE through our CEO connection. And I'm happy we did! We were looking for a Product Manager for our Operations team. We needed not just a great PM but a subject matter expert in BIM (Building Information Modeling) space. At first, we thought that we might be looking for a unicorn, so we even increased the search geography from Europe to Europe+US. Luckily, LMRE were able to provide us with a flow of high-quality candidates. Lacey and the team have done great screening so most of the candidates have been advanced to multiple interview steps. And in ~1.5 months, we've hired an amazing candidate who checked all the boxes. I would highly recommend working with LMRE for at least very specialized roles in ConTech."
Anton Yakubenko, Chief Product Officer at CanvasClient
"We were looking for a Product Manager for our Operations team. We needed not just a great PM but a subject matter expert in BIM (Building Information Modeling) space. At first, we thought that we might be looking for a unicorn, so we even increased the search geography from Europe to Europe+US. Luckily, LMRE were able to provide us with a flow of high-quality candidates. Lacey and the team have done great screening so most of the candidates have been advanced to multiple interview steps. And in ~1.5 months, we've hired an amazing candidate who checked all the boxes. I would highly recommend working with LMRE for at least very specialised roles in PropTech."
