Global Head of Customer Success – AI-Driven Fitness Technology

Love Recruitment International; Remote; GBP 150,000 - 200,000; Full time

Job summary

A leading fitness technology firm is seeking a Global Head of Customer Success to lead their customer success organization. This remote role demands a passionate leader with 5+ years in a senior customer success position within tech or SaaS. The successful candidate will guide customer onboarding, manage key performance metrics, and collaborate across departments to enhance customer experiences. With a focus on retention and advocacy, the role also involves shaping strategy at an executive level and offers competitive compensation and equity options.

Benefits

Performance bonus potential

Equity options

Strong benefits package

Qualifications

• 5 years of senior leadership experience in customer success, ideally in SaaS.
• Ability to build scalable processes and metrics-driven teams.
• Proven track record of team development and retention.

Responsibilities

• Lead and scale the global Customer Success organization.
• Drive customer onboarding excellence and manage key success metrics.
• Collaborate with cross-functional teams to enhance product and strategy.

Skills

Customer success leadership

Communication

Operational experience

Team development

Understanding of SaaS KPIs

Tools

Salesforce

HubSpot

Gainsight

Job description

Global Head of Customer Success AI-Driven Fitness Technology

Location: Remote

Salary: base salary

Reports to: COO

About the Company

You'll be joining one of the fastest-growing global technology businesses transforming the fitness and wellness industry through cutting-edge AI-powered SaaS software. Our platform enables health clubs gym chains and fitness operators to drive member engagement retention business growth and operational excellence through intelligent automation and data-driven insights reshaping how fitness businesses manage and scale operations internationally.

As part of an ambitious and mission-led team you'll work closely with product sales and engineering functions to elevate customer experience success outcomes and long-term value delivery at scale.

As the Global Head of Customer Success you will:

Strategic Leadership

• Lead and scale the global Customer Success organisation hiring mentoring and developing a high-performing team.
• Define and execute a world-class customer success strategy that maximises retention expansion and advocacy across enterprise and mid-market segments.
• Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.

Customer Lifecycle Ownership

• Drive customer onboarding excellence ensuring rapid time-to-value across all new clients.
• Own global success metrics such as churn expansion revenue net retention customer health scores and customer satisfaction (NPS/CES).
• Build scalable frameworks for enablement adoption and value realisation across all key accounts.

Cross-Functional Influence

• Collaborate with Product Sales Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.
• Be a key voice representing the customer in strategic business discussions.

Thought Leadership & Advocacy

• Develop and champion a customer advocacy programme including references case studies and community events.
• Act as a trusted advisor and executive sponsor for strategic clients.

Who You Are

You are a passionate highly experienced customer success leader with a strong background in tech / SaaS and a proven ability to scale global success functions. You bring:

Essential Skills & Experience

• 5 years in senior customer success leadership preferably at a SaaS technology business with global customers.
• Strong operational experience building scalable processes programmes and metrics-driven teams.
• Exceptional people leader with a track record of developing and retaining high-performing teams.
• Excellent communicator and collaborator comfortable engaging with C-suite customers and internal stakeholders.
• Commercial mindset with a strong understanding of SaaS KPIs churn expansion renewal and lifetime value.

Nice to Have

• Experience in fitness technology wellness or AI-driven SaaS environments.
• Background working with enterprise or multi-region accounts.
• Familiarity with CRM success automation analytics platforms or customer health tooling (e.g. Gainsight Salesforce HubSpot).

Why Join

• Lead a global customer success transformation within a fast-expanding AI-centric SaaS leader.
• Competitive UK salary band with performance bonus potential equity options and strong benefits.
• Opportunity to shape both strategy and execution at an executive level.
• Work with a passionate team committed to meaningful impact on fitness operators worldwide.