Customer Success Head

About Our Client

The company fosters a culture of innovation, ownership, collaboration and continuous learning, offering professionals the opportunity to make a meaningful impact in a high-growth environment.

• Define and execute the overall Customer Success strategy, ensuring seamless onboarding, adoption, retention and long-term value creation.
• Build and maintain trusted relationships with key enterprise stakeholders and CXO-level decision-makers.
• Act as a strategic advisor to customers, understanding business objectives and aligning solutions to deliver measurable outcomes.
• Own customer retention initiatives by proactively identifying at-risk accounts and implementing recovery plans.
• Drive customer satisfaction and reduce churn through structured engagement and value-realisation programmes.
• Identify upsell, cross-sell and account expansion opportunities in partnership with commercial and product teams.
• Develop customer advocacy programmes, including case studies, testimonials, references and success stories.
• Create a scalable Customer Success framework leveraging AI, automation and analytics to improve efficiency and customer outcomes.
• Collaborate closely with Sales, Product and Technology teams to translate customer feedback into commercial and product opportunities.
• Establish customer health metrics, performance dashboards and governance frameworks to measure success.
• Build, mentor and lead a high-performing Customer Success organisation with clear accountability and growth plans.
• Oversee the broader customer support ecosystem, including customer support and technical support functions.

• 12 to 18 years of experience in Customer Success, Strategic Account Management, Enterprise Sales or related leadership roles.
• Proven experience within B2B SaaS, AI, enterprise software or technology-driven organisations.
• Demonstrated success managing large enterprise accounts and complex stakeholder environments.
• Strong track record of improving customer retention, reducing churn and increasing account value.
• Experience identifying and executing upsell, cross-sell and customer expansion strategies.
• Proven ability to build and scale Customer Success teams, processes and operational frameworks.
• Strong understanding of SaaS customer lifecycle management, adoption frameworks and customer health metrics.
• Experience leveraging AI, automation and analytics to drive scalable customer engagement models.
• Ability to build strong executive relationships and influence senior decision-makers.
• Commercially astute with experience partnering closely with sales and revenue leadership teams.
• Excellent communication, presentation, negotiation and stakeholder-management skills.
• Prior experience within PropTech, Real Estate Technology, BFSI or enterprise technology sectors will be advantageous.

• Opportunity to build and shape a strategic business function.
• High-impact leadership role with direct influence on growth and customer outcomes.
• Exposure to cutting-edge AI and automation technologies.
• Collaborative, entrepreneurial and innovation-driven work environment.
• Strong career progression opportunities within a rapidly scaling organisation.
• Competitive compensation and performance-based rewards.
• Inclusive and diverse workplace culture.
• Opportunity to work alongside experienced business and technology leaders.
• Employee-focused benefits and wellbeing initiatives.