Head of Customer Success

The Company is seeking a Head of Customer Success to lead the strategy, execution, and performance of its Customer Success organization across enterprise, mid-market, and small-business segments. The role oversees leaders and customer success managers responsible for customer adoption, value realization, stakeholder alignment, and retention. The successful candidate will develop lifecycle strategies, scalable onboarding and enablement processes, and customer feedback programs, while partnering across teams to support growth opportunities and product transitions. They will monitor customer health, adoption, renewal forecasts, and churn risks, address escalated customer concerns, and drive retention and satisfaction outcomes. Candidates should bring at least 15 years of Customer Success leadership experience across enterprise and scaled functions, including 10 or more years managing Customer Success or account management teams. Strong knowledge of SaaS business models, industry metrics, and customer lifecycle practices is required, along with proficiency in Gainsight. The role also calls for experience with business planning during organizational transformations, territory assignments, and reporting. Applicants should demonstrate strong analytical and communication skills, including the ability to present data-driven insights to senior stakeholders and executives.