Head of AI-Driven Customer Success / Experience – Sports Tech / SaaS

GL Global; Birmingham (AL); On-site; USD 150,000 - 210,000; Full time

Job summary

GL Global is seeking a Head of AI-Driven Customer Success / Experience to lead the design and execution of an AI-powered customer journey for a sports tech SaaS scale-up in the US. This role blends strategic leadership with hands-on execution, shaping support, success and account management to drive retention and revenue.

The ideal candidate has led CS/Support in a SaaS environment, with a strong understanding of AI, automation and digital customer journeys, and the ability to coach a

Qualifications

• Senior-level experience leading Customer Success, Customer Experience, Support or Account Management in a SaaS/tech environment.
• Strong understanding of AI, automation and digital customer journeys.
• Ability to think strategically while delivering hands-on execution.

Responsibilities

• Build and lead an AI-first Customer Experience strategy and team.
• Introduce AI-powered self-service, automation, triage and intelligent workflows.
• Scale operations to handle major seasonal surges in customer demand.
• Coach and develop the customer team to create a high-performing CS culture.
• Evolve Account Management into a proactive, data-driven function.
• Improve retention, engagement, adoption and overall satisfaction.
• Strengthen feedback loops between customers, Product and Engineering.
• Identify opportunities for account growth and increased revenue.

Skills

Customer Success leadership

AI in CX

SaaS experience

Team coaching

Job description

Head of AI-Driven Customer Success / Experience – Sports Tech / SaaS

I'm working with a profitable sports technology scale-up at the heart of US school athletics, already supporting millions of users, with plans to double revenue.

As the business scales, they're looking for a senior customer leader to build a best-in-class, AI-first Customer Experience function that can scale with the business.

This is a hands-on leadership role focused heavily on customer experience, success, support and retention, with a strong commercial element around customer growth and revenue.

You'll own Customer Support and Account Management, with a mandate to:

• Build and lead an AI-first Customer Experience strategy, using AI to transform how customers are supported and engaged
• Introduce AI-powered self-service, automation, triage and intelligent workflows
• Build the systems, processes and procedures needed to handle major seasonal surges in customer demand
• Develop and coach the customer team, creating a high-performing Customer Success culture
• Evolve Account Management into a more proactive, data-driven Customer Success function
• Improve customer retention, engagement, adoption and overall satisfaction
• Build stronger feedback loops between customers, Product and Engineering
• Use customer insight and data to identify opportunities for account growth, expansion and increased revenue
• Help shape the wider customer strategy as the business scales towards its next stage of growth
• Remain hands-on - this is a builder/operator role, not simply a leadership position

The ideal background is someone who has led Customer Success, Customer Experience, Support or Account Management within a SaaS/technology environment, combined with a strong understanding of AI, automation and digital customer journeys.

You'll need to be comfortable thinking strategically while also getting into the detail - building processes, testing new technology, coaching the team and improving the customer experience yourself.