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Head of Customer Success

Job Type

Our client is a pioneering Software as a Service (SaaS) company specializing in supply chain solutions. Our cutting-edge technology empowers organizations to streamline operations, enhance efficiency, and drive growth in the fast-paced world of supply chain management.

Position Overview: We are seeking a dynamic and results-driven Head of Customer Success to lead our efforts in ensuring customer satisfaction, retention, and growth. As a vital member of our leadership team, you will be instrumental in driving our mission to provide exceptional value to our clients and solidify our position as a leader in the supply chain industry.

Key Responsibilities:

  1. Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with company goals and objectives.

  2. Customer Engagement: Foster strong relationships with key customers, understanding their unique needs, and ensuring they derive maximum value from our solutions.

  3. Retention and Expansion: Drive customer retention and expansion initiatives to increase customer lifetime value (CLV) and revenue growth.

  4. Team Leadership: Build, manage, and mentor a high-performing customer success team, providing guidance and support to achieve individual and team goals.

  5. Customer Advocacy: Cultivate a culture of customer advocacy within the organization, turning satisfied customers into brand advocates.

  6. Feedback Loop: Establish and maintain a robust feedback loop with customers, collecting insights and feedback to drive product improvements.

  7. Customer Onboarding: Oversee the onboarding process for new clients, ensuring a smooth transition and a clear understanding of our solutions.

  8. Account Management: Collaborate with the sales team to develop account management strategies that focus on upselling and cross-selling opportunities.

  9. Data Analysis: Utilize customer data and analytics to identify trends, opportunities, and potential areas for improvement.

  10. Customer Communication: Develop and implement effective communication plans, including newsletters, webinars, and training materials, to keep customers informed and engaged.


  • Bachelor's degree in Business, Marketing, Supply Chain Management, or a related field; MBA preferred.

  • Proven track record of success in a customer success leadership role within the SaaS industry, with a minimum of 10 years of experience.

  • Deep knowledge of supply chain processes and industry trends.

  • Exceptional interpersonal and communication skills, with the ability to build strong relationships at all levels.

  • Strong leadership and team management capabilities.

  • Analytical mindset with the ability to use data to drive decision-making.

  • Customer-centric approach with a passion for delivering exceptional customer experiences.

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