Head of Customer Success

Head of Customer Success 

Position Overview 

The Head of Customer Success is a critical role responsible for ensuring the smooth, efficient, and scalable operation of the business. This role drives cross-functional accountability, leads customer escalation management, identifies and resolves systemic issues through root cause analysis, and delivers continuous process improvement initiatives across the organisation. 

The role serves as the central point of orchestration between departments, ensuring business priorities are executed effectively, customer outcomes are improved, and operational risks are proactively managed. This position combines operational leadership with a Chief of Staff mindset. You are an AI advocate with experience utilising its capabilities to drive the strategic focus of the busienss while ensuring organisational execution remains on track.  

A key focus of the role is acting as the Voice of the Customer within the organisation, ensuring customer feedback, risks, opportunities, and business improvement initiatives are translated into meaningful action that improves both customer outcomes and organisational performance. 

Key Responsibilities 

Customer Escalation & Customer Success Governance 

• Own and manage all significant customer escalations across the business. 
• Act as the executive point of contact for complex customer issues requiring cross-functional coordination. 
• Ensure escalations are resolved effectively, professionally, and within agreed service expectations. 
• Facilitate communication between customers, leadership, and internal teams during critical incidents. 
• Develop and maintain escalation frameworks, governance processes, and reporting mechanisms. 
• Identify recurring customer issues and drive long-term solutions to prevent recurrence. 
• Partner with Solution Managers, Customer Support, Professional Services, Product and Development teams to improve customer outcomes. 
• Lead executive-level customer recovery plans where customer relationships are at risk. 

Voice of Customer (VOC) & Customer Health 

• Establish and own the organisation’s Voice of Customer (VOC) program. 
• Develop and maintain customer health score frameworks to proactively identify at-risk customers. 
• Consolidate customer feedback from Solution Managers, Customer Support, Professional Services, Product and Development stakeholders into actionable insights. 
• Present regular customer health and customer sentiment reporting to the Executive Leadership Team. 
• Drive strategic initiatives based on customer feedback trends and business impact. 
• Ensure customer priorities are appropriately represented in organisational decision-making and planning. 

Root Cause Analysis & Continuous Improvement 

• Lead structured root cause investigations for customer, operational, service delivery, project, and organisational issues. 
• Facilitate post-incident reviews and lessons-learned sessions. 
• Develop corrective and preventative action plans and ensure implementation. 
• Establish a culture of accountability, continuous improvement, and operational excellence. 
• Monitor trends, identify systemic risks, and recommend strategic improvements. 
• Track improvement initiatives and measure outcomes against agreed success metrics. 
• Build operational frameworks that prevent recurring issues and improve organisational maturity. 

Post-Implementation Reviews & Service Excellence 

• Own the organisation’s post-implementation review process end to end – collaborating with the department heads to find opportunities and implement relevant efficiencies for better customer outcomes. 
• Partner with Professional Services and Product teams to strengthen company wide implementation methodologies and customer outcomes. 
• Ensure continuous feedback loops exist between customers, delivery teams, and product development. 

Strategic & Operational Leadership 

• Oversee day-to-day operational performance and lead strategic operational projects from initiation through to successful delivery. 
• Ensure operational processes support business growth, scalability, and customer satisfaction. 
• Identify inefficiencies and implement improvements to increase productivity and service quality. 
• Develop operational reporting and dashboards to provide visibility of key performance indicators. 
• Monitor organisational performance against business objectives and operational targets. 
• Lead cross-functional initiatives to improve collaboration and execution. 
• Coordinate resources and stakeholders across multiple business functions. 
• Drive organisational change initiatives, ensuring effective communication, stakeholder engagement, and adoption. 

Skills & Experience 

• 10+ years’ experience in Customer Success, Operations or Service Delivery, Leadership roles in a SaaS or Enterprise Software environment. 
• Demonstrated experience managing executive-level customer escalations and stakeholder relationships inlcuding presenting to executive leadership teams and boards. 
• Strong experience conducting root cause analysis and leading continuous improvement initiatives such as customer health frameworks and Voice of Customer programs. 
• Proven ability to lead cross-functional projects and influence outcomes without direct authority. 
• Experience driving organisational change and business transformation initiatives. 
• Exceptional organisational, planning, and execution capabilities. 
• Strong analytical and problem-solving skills. 
• Excellent communication, presentation, and stakeholder management skills. 
• Ability to operate effectively in a fast-paced, high-growth environment.