Customer Success Transformation Lead

Job Summary

Leading the transformation of customer success strategies, the full-time Head of Customer Success Transformation will design measurement frameworks, drive operational changes, and enhance customer outcomes while working remotely.

Key responsibilities

• Overseeing the end-to-end transformation plan, including operating models and engagement frameworks, while managing workstreams and dependencies
• Creating a measurement foundation to showcase Customer Success impact on retention, adoption, and revenue growth
• Facilitating executive reviews and reporting to provide leadership with insights into transformation progress and its revenue implications

Required qualifications

• 10+ years of experience in Customer Success, revenue operations, or go-to-market strategy
• 5+ years of leadership in global or multi-region Customer Success functions at an enterprise SaaS scale
• Proven track record of driving major operating-model changes within Customer Success organizations
• Deep knowledge of Customer Success technology platforms and metrics design
• Experience working with C-level stakeholders and influencing cross-functional teams