Head of Customer Success, Renewals & Growth

Edgetier; Dublin; Híbrido; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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Bonus structure

€2,000 annual growth budget

23 days annual leave

Descripción de la vacante

EdgeTier seeks a Head of Customer Success to own gross revenue retention and lead our post-sale teams: CS, Support, Onboarding and Renewals. You’ll report to the CEO and shape our strategy, guiding a hybrid work model in a fast-growing Irish tech company.

You’ll scale a high‑performing CS function, drive health metrics, run enterprise reviews, and partner with Sales to expand renewals. A data‑driven leader with deep domain in CX will thrive here.

Formación

• Experience scaling a B2B SaaS customer success or post-sale function to multi‑million revenue.
• Direct ownership of NRR and GRR in prior roles.
• Led multiple post-sale pillars (CS, Support, Onboarding) and prepared to own all four.

Responsabilidades

• Own and evolve post-sale strategy; report customer health to CEO and board.
• Structure, hire, and coach CS team with clear career paths.
• Drive adoption and value realization; own health scoring and at-risk interventions.
• Run QBRs and value reviews with enterprise stakeholders.
• Define incentives for CS team; report on KPIs.
• Own support quality, SLAs, and escalation paths.
• Define handoff between CS and Support.
• Own onboarding/implementation with discovery-led setup.
• Own NRR and GRR; build renewal and expansion playbooks.
• Partner with Sales on handoff, upsell and cross-sell.
• Feed product with structured customer feedback; collaborate with RevOps, Data, Marketing.

Conocimientos

Scale CS function

NRR/GRR ownership

Post-sale leadership

Operating models

Data-driven

Stakeholder management

Descripción del empleo

EdgeTier seeks a Head of Customer Success to own gross revenue retention and lead our post-sale teams: CS, Support, Onboarding and Renewals. You’ll report to the CEO and shape our strategy, guiding a hybrid work model in a fast-growing Irish tech company.

You’ll scale a high‑performing CS function, drive health metrics, run enterprise reviews, and partner with Sales to expand renewals. A data‑driven leader with deep domain in CX will thrive here.