Head of Customer Success

Albert Bow Limited; Dublin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

Albert Bow Limited seeks a Head of Customer Success to build and shape a global CS function from the ground up. The role reports to the COO and partners with Product, Sales and Support to ensure customer outcomes drive growth.

The successful candidate will design the journey, KPIs and processes, lead a growing team, and establish a proactive, commercially focused CS organization to scale with the business.

Qualifikationen

• Must have built a CS function from scratch.
• Experience defining customer journey, KPIs and operating models.
• Proven leadership of cross-functional teams.

Aufgaben

• Define and execute the framework for the global CS function.
• Design the customer journey, lifecycle and health metrics.
• Set KPIs, reporting, and data discipline for CS.
• Hire, coach and develop high-performing CS teams.
• Collaborate with Product, Sales and Support to align customer outcomes.

Kenntnisse

Leadership

Strategy

Customer Success

Data-driven

Tools

Gainsight

Jobbeschreibung

I’m partnering with a high-growth technology business in Dublin that is looking for a Head of Customer Success to build and shape its global Customer Success function.

This is a genuine blank canvas opportunity.

They’re not looking for someone to inherit an established CS organisation and simply manage it. They want someone who has built a Customer Success function from the ground up - defining the strategy, customer journey, KPIs, processes, team structure and approach to customer engagement.

The opportunity

Reporting into the COO and working closely with the senior leadership team, you’ll have ownership of how Customer Success evolves as the business continues to scale.

There is already a team in place, with further growth expected, but the wider function is still at a stage where the right person can have a significant influence on how it operates.

You’ll be responsible for building the framework around:

• Customer journey and lifecycle
• Customer health, KPIs and metrics
• Retention, renewals and expansion
• Proactive account management
• Customer advocacy
• Team structure and development
• CS tooling, including platforms such as Gainsight
• Reporting, data and operational discipline

The aim is to build a proactive, structured and commercially focused Customer Success organisation.

You’ll work closely with Product, Sales, Professional Services and Support, acting as the voice of the customer and ensuring customer insight feeds into the wider business.

What they’re looking for:

The most important thing is that you’ve done this before.

You’ll ideally have experience of building a Customer Success function, framework or operating model from scratch rather than simply inheriting and managing an established team.

You’ll understand how to:

• Define what good Customer Success looks like
• Build the customer journey and engagement model
• Establish meaningful KPIs and customer health metrics
• Introduce the right CS technology and processes
• Build proactive account management into the culture of the team
• Hire, coach and develop high-performing CS teams
• Turn Customer Success into a measurable commercial function

They’re looking for someone who can think strategically but is also happy getting into the detail and actually building the framework themselves.

A Support background alone won't be enough. This is a proactive Customer Success leadership role, rather than a reactive client issue-management position.

AI & the future of Customer Success

AI is changing how Customer Success operates, and they want someone who understands that.

You’ll need to have a view on how AI and automation can improve customer insight, identify risk and opportunity earlier, personalise engagement and allow teams to scale more effectively.

They’re looking for someone who is genuinely interested in where Customer Success is heading and how the function needs to evolve alongside AI.

Why this role?

The biggest attraction is the scope to build.

You’ll have the opportunity to take an existing team and create the strategy, structure, processes and culture around it - with the freedom to shape what Customer Success looks like as the company continues to grow.

You’ll have direct exposure to senior leadership, responsibility for a growing customer base and the opportunity to build a CS function that becomes a real driver of retention, growth and customer value.

If you’ve built Customer Success teams and frameworks before and want the opportunity to take a blank canvas and make it your own, I’d be keen to speak.