Head of Customer Success

In2 Saas Recruitment; Dublin; Hybrid; EUR 120,000 - 170,000; Full time

Benefits offered by this job

Performance bonus

Hybrid work (Dublin city centre)

Pension contributions matched up to 7%

Professional development budget

Job summary

In2 Saas Recruitment client is seeking a Head of Customer Success to scale a post-sales organization across Europe. You will lead a team of 12 CSMs and Onboarding Specialists, accountable for gross retention and NRR while driving adoption across enterprise accounts.

The role focuses on building scalable onboarding workflows, mentoring a high-performing team, and partnering with Sales to identify expansion opportunities. A hybrid Dublin-based setup is expected.

Qualifications

• 6+ years in Customer Success leadership within B2B SaaS.
• Background in PropTech, Construction Tech, Supply Chain, or Industrial IoT software is highly advantageous.
• Track record of maintaining Net Revenue Retention (NRR) above 115%.
• Experience deploying enterprise CS frameworks using tools such as Gainsight, ChurnZero, or Totango.
• Strong leadership skills with a metric-driven, empathetic management style.

Responsibilities

• Own customer retention and adoption strategies across a multi-million-euro portfolio.
• Build scalable onboarding and implementation workflows for enterprise site-management platforms.
• Manage, mentor, and grow a high-performing team of CSMs and Implementation Specialists.
• Establish key customer success metrics (CSAT, NPS, Time-to-Value, Churn Rate).
• Partner with Sales to identify account expansion, cross-sell, and up-sell opportunities.

Skills

CS Leadership

B2B SaaS

NRR Management

CS Frameworks (Gainsight/ChurnZero/Tot

Tools

Gainsight

ChurnZero

Totango

Job description

Company Overview

Our client is an award-winning PropTech software vendor delivering building management, sustainability analytics, and job-site productivity tools for commercial real estate developers and Tier-1 contractors. Following 80% year-on-year ARR growth, they are looking for a Head of Customer Success to scale their post-sales organization across Europe.

Position Overview

Reporting into the Chief Operating Officer, you will lead a team of 12 Customer Success Managers and Onboarding Specialists. You will be accountable for gross retention, net revenue retention (NRR), customer health scoring, and driving adoption across enterprise construction accounts.

Key Responsibilities:

• Own customer retention and adoption strategies across a multi-million-euro portfolio.
• Build scalable onboarding and implementation workflows for enterprise site-management platforms.
• Manage, mentor, and grow a high-performing team of CSMs and Implementation Specialists.
• Establish key customer success metrics (CSAT, NPS, Time-to-Value, Churn Rate).
• Partner with Sales to identify account expansion, cross-sell, and up-sell opportunities.

Key Requirements:

• 6+ yearsin Customer Success leadership within B2B SaaS.
• Background in PropTech, Construction Tech, Supply Chain, or Industrial IoT software is highly advantageous.
• Track record of maintaining Net Revenue Retention (NRR) above 115%.
• Experience deploying enterprise CS frameworks using tools such as Gainsight, ChurnZero, or Totango.
• Strong leadership skills with a metric-driven, empathetic management style.

Benefits & Perks:

• Competitive performance bonus based on NRR and expansion targets.
• Hybrid working model (Dublin city centre office).
• Pension contributions matched up to 7%.
• Continuous professional development budget (€2,500/yr per employee).