B2B SAAS Customer Success Head

I. Strategic Implementation Leadership (The Build)

You will guarantee that every SAAS platform launch is fast, accurate, and sets the
customer up for long-term success.

Executive Ownership:

• Serve as the regional executive sponsor forhigh-value implementations
• Ensure Sales Handover Validation is rigorousand project scopes align with regional realities
• Methodology & Quality: Define and enforce high-quality standards acrossthe implementation lifecycle (BRD, Configuration, UAT)
• You are the finalapprover before Go-Live, signing off on system readiness and data integrity
• Integration Command: Navigate the complexities of client ERP/SAPintegration
• Coordinate closely with our R&D and Integration teams, acting asthe technical bridge to ensure seamless, real-time data flow for ourcustomers
• Driving Velocity: Relentlessly focus on accelerating project timelines withoutsacrificing quality, ensuring maximum Time-to-Value for our clients II
• Customer Success & Adoption (The Grow)Your primary mandate shifts to guaranteeing that the platform is not just live, but isdeeply adopted across all layers of the clients distribution network
• Value Realization: Define and track key metrics that matter
• Proactivelyidentify and resolve adoption roadblocks to minimize churn risk andmaximize Customer Lifetime Value (CLV)
• Deep Customer Insight (Client Beat): Go beyond the office
• Conduct regularClient Beat Visits across the region to sit with distributors and DSRs (salesrep), gaining firsthand insight into their operations to drive relevant platformusage
• Hypercare & Transition: Lead the high-intensity Hypercare phase,transforming initial issues into immediate wins
• Ensure a smooth, documentedhandover to the BAU Account Management team for ongoing farming
• Process Elevation: Lead internal retrospectives to capture regional learningsand continuously refine our implementation playbooks, making SAAS abenchmark for SAAS delivery excellence

What You'll Bring:

• Proven Experience: 7+ years in a Customer Success or ProfessionalServices leadership role within a B2B SAAS environment
• Industry Expertise: A deep, working knowledge of the CPG distributionecosystem (secondary sales, distributor management, trade promotion)
• You and erstand the sales representative's day-to-day
• Strategic Leadership: Demonstrated ability to lead, mentor, and motivategeographically dispersed Implementation and Account Management teams
• Stakeholder Mastery: Exceptional ability to influence and manageexecutive-level relationships, both with internal VPs and external C-suiteclients
• Technical Fluency: Comfort overseeing complex data migrations andERP/SAAS integration projects
• Road Warrior Mentality: Willingness and ability to travel frequently acrossthe assigned region to govern projects and engage directly with key clients