AI-Driven Customer Success Leader for Scale-Up SaaS

GL Global; Birmingham (AL); On-site; USD 120,000 - 210,000; Full time

Job summary

GL Global, a profitable sport tech SaaS scale-up in the US, seeks a Head of Customer Success/Experience. You will own Customer Support and Account Management, developing an AI-first CX strategy and automation to handle seasonal spikes.

Lead and coach the customer team, tighten feedback loops with Product/Engineering, and evolve account management into true customer success while staying hands-on with a 60/40 split between strategy and execution.

Qualifications

• SaaS/technology customer leadership experience.
• Automation/AI mindset and scaling customer functions.
• Ability to operate strategically while remaining hands-on.
• Experience building processes for seasonal demand and growth.

Responsibilities

• Build an AI-first customer experience strategy.
• Automate support through AI, self-service, triage and smarter workflows.
• Design systems to absorb seasonal spikes in demand.
• Develop and coach the customer team.
• Build stronger Product/Engineering feedback loops.
• Evolve Account Management into a true customer success function.
• Stay hands-on with roughly a 60/40 strategy-to-doing split.

Skills

AI mindset

SaaS leadership

Customer success

Automation

Strategic thinking

Tools

CRM software

Job description

GL Global, a profitable sport tech SaaS scale-up in the US, seeks a Head of Customer Success/Experience. You will own Customer Support and Account Management, developing an AI-first CX strategy and automation to handle seasonal spikes.

Lead and coach the customer team, tighten feedback loops with Product/Engineering, and evolve account management into true customer success while staying hands-on with a 60/40 split between strategy and execution.