Head of Customer Success

About the Role

Talisman is partnering with a leading energy and infrastructure SaaS company to recruit a Head of Customer Success. This senior leader will oversee customer success initiatives, deployments, support services, and renewal processes, while personally managing some of the most strategic client accounts.

Key Responsibilities

• Take full accountability for retention metrics, including renewals, expansion, references, and minimizing churn.
• Maintain strong executive-level relationships within the largest accounts, having a clear understanding of their status at all times.
• Optimize commercial agreements to unlock additional value and proactively advance renewals ahead of their expiration dates.
• Develop a scalable expansion strategy within customer success by collaborating closely with the sales team, rather than transferring responsibilities.
• Implement automation in support operations to enhance service efficiency without increasing headcount.
• Recruit, mentor, and elevate the overall talent quality throughout the customer success function.
• Contribute to designing the operational model as the business transitions from focusing on a small number of large customers to a wider client base, including adapting commercial models to reflect consumption and outcome-based pricing.

Candidate Profile

• Proven experience building and leading enterprise-level customer success organizations, preferably with support teams included.
• Direct responsibility for managing multi-million dollar renewals and business expansions.
• Experienced in personally managing executive escalations instead of delegating them.
• Possesses strong commercial judgment, maintains high standards, and demonstrates humility.