Jobs in Telford, United Kingdom

Job summary

A leading technology recruiter is seeking a Global Head of Customer Success to lead and enhance their global customer success organization. This role focuses on maximizing retention, expansion, and customer satisfaction. The ideal candidate will have over 5 years of experience in a senior customer success leadership role within a SaaS context and a proven ability to develop high-performing teams. This position offers a competitive salary with performance bonuses and equity options, all within the fast-growing AI-centric fitness industry.

Benefits

Qualifications

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

Responsibilities

• 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.
• Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.
• Drive customer onboarding excellence, ensuring rapid time-to-value across all new clients.
• Own global success metrics such as churn, expansion revenue, net retention, and customer satisfaction.
• Collaborate with Product, Sales, Marketing and Support teams to influence product enhancements.
• Develop and champion a customer advocacy programme, including references and case studies.