Head of Customer Success

Role overview

This role is for a senior customer success leader in Ireland, offered through a partner company that handles applications and the next steps in the process. The organization is looking for someone who can design and grow a modern customer success function inside a rapidly expanding technology business.

The focus of the position is to move customer relationships beyond standard support and into a strategic partnership that drives customer value and business growth. You will shape the team structure, build repeatable success processes, and put in place operating rhythms that improve outcomes for customers.

As part of a cross-functional environment, you will work closely with product, engineering, sales, support, and technical teams to influence customer engagement and long-term retention. The role calls for a mix of commercial judgment, technical understanding, operational rigor, and people leadership.

This is a high-ownership position with meaningful influence over the direction of the customer success organization and its impact on customer growth, expansion, and overall company performance.

Accountabilities

• Design and roll out the customer success operating model, covering segmentation, coverage approach, account planning, health signals, review cadences, renewal flows, and programs that can scale.
• Lead, coach, and develop the customer success team by setting clear standards, raising performance, and building a culture centered on accountability and continuous improvement.
• Oversee strategic customer relationships by ensuring important accounts have defined goals, adoption plans, stakeholder alignment, clear risk tracking, and expansion opportunities.
• Support customer success managers in becoming trusted growth advisors who understand customer businesses, identify opportunities, and recommend solutions that create value.
• Strengthen collaboration across customer success, technical functions, support, sales, product, and advisory teams to improve customer results.
• Convert repeated customer issues and team learnings into reusable assets such as playbooks, internal training, documentation, and standardized processes.
• Create, track, and improve customer success metrics tied to adoption, health, retention, expansion, and broader business impact.
• Stay closely involved with customers and internal teams by joining strategic discussions, reviewing account plans, and helping solve complex issues.

Requirements

• At least 8 years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or another related customer-facing leadership role.
• At least 4 years of experience leading and growing customer-facing teams.
• Demonstrated ability to improve retention, expansion, adoption, customer health, or revenue-related results.
• Experience building customer success systems such as segmentation approaches, account planning workflows, health scoring methods, and renewal strategies.
• Confidence working with executives, founders, product leaders, technical teams, and other business stakeholders.
• Strong commercial mindset, including value creation, expansion opportunities, stakeholder management, and measurable business impact.
• Technical fluency and comfort working in a product-led or developer-oriented technology environment.
• Strong analytical ability and a data-driven approach to prioritizing work using customer, product, and revenue information.
• Excellent written communication skills and experience in remote, asynchronous work settings.
• Proactive ownership, sound decision-making, and the ability to build effective systems without unnecessary complexity.
• Preferred experience in mobile apps, subscription businesses, marketplaces, gaming, consumer technology, or growth-oriented products.
• Preferred experience scaling customer success operations during fast company growth.
• Preferred experience balancing high-touch strategic accounts with scaled customer programs.
• Preferred experience partnering with technical account teams, support, sales, product, marketing, and advisory functions.
• Preferred experience using customer insights to shape product direction and business decisions.

Perks and benefits

• Competitive pay package that includes equity participation.
• Fully remote setup with flexible working arrangements.
• Opportunity to help define the direction of a fast-growing technology company.
• High-autonomy role with strong influence over strategy, processes, and team growth.
• Suggested annual time off of 4 to 5 weeks to support overall well-being.
• Budget support for setting up your workspace.
• Yearly learning and development budget to encourage professional growth.
• Chance to collaborate with skilled international teams across several regions.
• Opportunity to build a customer success organization that has a direct effect on customer growth and business results.

Additional information

This position is listed on behalf of a partner company, and that partner manages applications as well as the next stages of the hiring process. The partner company conducts the final hiring decisions, interviews, and assessments internally.

Data privacy and hiring process notice

By applying, you agree that the application data may be processed to evaluate candidacy and shared with the employer as part of the recruitment process. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access to, correction of, deletion of, or objection to the use of your personal data at any time.

Automated tools may be used to support parts of the hiring workflow, including resume review, response analysis, and identification of possible inconsistencies or verification signals in submitted materials. These tools assist the recruitment team and do not replace human judgment; final hiring decisions are made by people.