Head of Customer Success SaaS ITSM

Overview

As Head of Customer Success, you will establish and lead a new global CS function across EMEA, Americas and APAC. You’ll drive value for customers, measure maturity and health, and influence the product roadmap through feedback loops. You’ll build scalable processes, health scoring, and playbooks, while ensuring smaller customers receive proactive support. You will personally sponsor key accounts and upsell opportunities, collaborating with product and global technical teams. This role centers on turning customer insight into outcomes at scale.

Pay / Benefits

• Salary to 100k base + commission
• Hybrid London based
• Excellent career progression as the company scales

Responsibilities

• Establish and scale a global Customer Success function and operating model
• Develop health scoring, segmentation, playbooks, and customer cadences
• Own customer outcomes at the company level (maturity, service health, satisfaction, value)
• Drive retention and expansion with data-driven metrics and reporting
• Proactively support smaller customers at scale, while acting as executive sponsor for key accounts
• Lead cross-functional collaboration with Engagement Management, Forward Deployment, Product and global technical teams
• Turn customer insights into actionable requirements and ensure accountability for delivering outcomes
• Conduct executive reviews and manage complex escalations with C-suite stakeholders
• Orchestrate customer reviews and feedback loops to influence product roadmap
• Support a fast-growing, ambiguous environment with clear planning and autonomy

Key requirements

• Significant experience leading Customer Success in technology services, managed services or enterprise SaaS
• Experience building CS teams and operating models from the ground up across multiple regions
• Strong track record in retention and expansion using data-driven metrics
• Confident engaging with C-suite stakeholders and managing executive reviews
• Technically minded with understanding of IT and security operations
• Ability to build scalable health scoring, segmentation, playbooks, and customer cadences
• Autonomous, structured, and capable of turning an ambiguous brief into a plan
• Thrives in fast-paced, high-growth environments with evolving priorities

• Stakeholder management at executive level
• Cross-functional collaboration
• Strategic thinking and problem solving
• Health scoring systems
• Customer segmentation
• Playbook development

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