Head of Customer Success

Head of Customer Success

Dublin | Hybrid – 2/3 days on-site

I’m partnering with a high-growth technology business in Dublin that is looking for a Head of Customer Success to build and shape its global Customer Success function.

This is a genuine blank canvas opportunity.

They’re not looking for someone to inherit an established CS organisation and simply manage it. They want someone who has built a Customer Success function from the ground up – defining the strategy, customer journey, KPIs, processes, team structure and approach to customer engagement.

The opportunity

Reporting into the COO and working closely with the senior leadership team, you’ll have ownership of how Customer Success evolves as the business continues to scale.

There is already a team in place, with further growth expected, but the wider function is still at a stage where the right person can have a significant influence on how it operates.

You’ll be responsible for building the framework around:

• Customer journey and lifecycle
• Customer health, KPIs and metrics
• Retention, renewals and expansion
• Proactive account management
• Customer advocacy
• Team structure and development
• CS tooling, including platforms such as Gainsight
• Reporting, data and operational discipline

The aim is to build a proactive, structured and commercially focused Customer Success organisation.

You’ll work closely with Product, Sales, Professional Services and Support, acting as the voice of the customer and ensuring customer insight feeds into the wider business.

What they’re looking for:

The most important thing is that you’ve done this before.

You’ll ideally have experience of building a Customer Success function, framework or operating model from scratch rather than simply inheriting and managing an established team.

You’ll understand how to:

• Define what good Customer Success looks like
• Build the customer journey and engagement model
• Establish meaningful KPIs and customer health metrics
• Introduce the right CS technology and processes
• Build proactive account management into the culture of the team
• Develop customer advocacy programmes
• Hire, coach and develop high-performing CS teams
• Turn Customer Success into a measurable commercial function

They’re looking for someone who can think strategically but is also happy getting into the detail and actually building the framework themselves.

A Support background alone won’t be enough. This is a proactive Customer Success leadership role, rather than a reactive client issue-management position.

AI & the future of Customer Success

AI is changing how Customer Success operates, and they want someone who understands that.

You’ll need to have a view on how AI and automation can improve customer insight, identify risk and opportunity earlier, personalise engagement and allow teams to scale more effectively.

They’re looking for someone who is genuinely interested in where Customer Success is heading and how the function needs to evolve alongside AI.

Why this role?

The biggest attraction is the scope to build.

You’ll have the opportunity to take an existing team and create the strategy, structure, processes and culture around it – with the freedom to shape what Customer Success looks like as the company continues to grow.

You’ll have direct exposure to senior leadership, responsibility for a growing customer base and the opportunity to build a CS function that becomes a real driver of retention, growth and customer value.

If you’ve built Customer Success teams and frameworks before and want the opportunity to take a blank canvas and make it your own, I’d be keen to speak.