Head Customer Success

Role & Responsibilities

• Own end-to-end customer success strategy, ensuring retention, adoption, and growth across enterprise and mid-market accounts.
  
• Lead onboarding and implementation to deliver a smooth customer journey from contract signing to go-live.
  
• Partner with Product, Sales, and Support teams to drive continuous value and improve customer outcomes.
  
• Establish governance and QBR (Quarterly Business Review) processes with key accounts.
  
• Build and manage a high-performing Customer Success team with clear KPIs (renewals, NRR, adoption metrics).
  
• Develop scalable playbooks for onboarding, health monitoring, and escalation handling.
  
• Provide executive-level reporting on customer health, risk management, and upsell opportunities.
  
• Represent the voice of the customer” in product roadmap discussions.
  
• Drive expansion by identifying cross-sell/upsell opportunities and collaborating with sales.
  
• Ensure compliance with customer data security and SaaS industry standards.
  

Preferred Candidate Profile

• 12–18 years of overall experience, with at least 6+ years in SaaS Customer Success leadership.
  
• Proven track record of managing enterprise SaaS accounts with strong retention and growth results.
  
• Experience in setting up and scaling Customer Success teams in high-growth SaaS environments.
  
• Strong understanding of SaaS metrics (NRR, GRR, churn, adoption, expansion).
  
• Demonstrated ability to handle executive stakeholders and C-level customer relationships.
  
• Skilled in building structured frameworks for onboarding, adoption, renewals, and advocacy.
  
• Excellent communication and executive presence; able to influence across geographies.
  
• Prior experience in Life Sciences, Pharma Tech, or Compliance SaaS (preferred but not mandatory).
  
• Strong data-driven decision-making skills and ability to work with CRM/CS platforms (Salesforce, Gainsight, Totango, etc.).
  
• Ability to thrive in a global, fast-paced, matrix environment.