Global Head of Customer Success — Retention & Growth (Remote)

Phocas Ltd; Costa Mesa (CA); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Family Leave (Maternity, Paternity)

Work From Home

Wellness Resources

Job summary

Phocas Ltd is seeking a Head of Customer Success to own GRR and CSQLs across UK, Australia, and the US. You will design scalable CS methodologies, develop future leaders, and build cross-functional trust to make retention a company-wide priority.

This leadership role requires strategic vision and operational rigor, with a focus on adoption, health scoring, risk management, and proactive customer engagement to maximize value and renewals.

Responsibilities

• Develop a bench of strong CS leaders who coach teams on risk management, relationship-building, customer value delivery, and disciplined operating rhythms.
• Embed a globally consistent CS methodology—covering onboarding handovers, success planning, health reviews, risk management, and CSQL identification—across UK, AUS, and US.
• Partner with Professional Services and Activations to ensure strong handovers from implementation, with clear definitions of a successful handover and shared accountability for early adoption outcomes.
• Partner with Sales and Account Management to maintain an accurate global retention forecast, align on renewal strategy, and support at-risk accounts.
• Own the global CSQL process—define qualification criteria, ensure consistent execution, and track contribution to pipeline.
• Ensure CRM health and data accuracy across the CS portfolio—health scores, sentiment, engagement notes, success plans, and risk flags are up to date and actionable.
• Meet regularly with Product and Solutions to share structured customer feedback, surface churn signals, and advocate for product improvements that drive retention.
• Implement AI tools, automation, and CS platform improvements to reduce manual effort and increase the quality and frequency of customer engagement.
• Be personally visible with Major tier and high-risk customers, supporting the team in navigating complex or escalated situations.
• Monitor and report on portfolio performance—GRR, CSQL pipeline, health scores, churn trends, NPS/CSAT—providing clear visibility to leadership.

Job description

Phocas Ltd is seeking a Head of Customer Success to own GRR and CSQLs across UK, Australia, and the US. You will design scalable CS methodologies, develop future leaders, and build cross-functional trust to make retention a company-wide priority.

This leadership role requires strategic vision and operational rigor, with a focus on adoption, health scoring, risk management, and proactive customer engagement to maximize value and renewals.