Head of Customer SuccessWe9re seeking an experienced and driven
Head of Customer Success to lead our post-sale customer organization and ensure every customer achieves measurable business and safety outcomes with SafetyIQ.
About the RoleAs Head of Customer Success, you will own the entire post-sale customer journey - from the moment a contract is signed through implementation, onboarding, adoption, ongoing support, renewal, and expansion. You will lead and scale a global Customer Success function spanning the United States and Australia, building the teams, playbooks, and operational infrastructure that turn customers into long-term advocates.
This is a hands-on leadership role. You9ll be equally comfortable coaching a CSM through a difficult renewal conversation, redesigning our onboarding methodology, presenting churn analysis to the executive team, and jumping on a call with a strategic customer9s leadership. You9ll partner closely with Sales, Product, and Engineering to ensure the voice of the customer shapes everything we build.
The ideal candidate is a builder: someone energized by creating scalable processes from the ground up, developing talent across time zones, and establishing Customer Success as a growth engine - not just a support function.
Key ResponsibilitiesLeadership & Team Development- Lead, mentor, and grow a global Customer Success team across the US and Australia, including Customer Success Managers, Implementation Specialists, and Support staff.
- Define team structure, roles, and career pathways as the function scales; recruit and onboard new team members as we grow.
- Establish a high-performance, customer-obsessed culture with clear goals, accountability, and regular coaching.
- Manage capacity planning, territory/portfolio assignments, and coverage across time zones.
Onboarding & Implementation- Own and continuously refine the end-to-end implementation and onboarding methodology, ensuring customers reach first value quickly and predictably.
- Standardize project plans, milestones, and success criteria for implementations of varying size and complexity.
- Reduce time-to-value and time-to-go-live while maintaining implementation quality and customer satisfaction.
Support Operations & Service Excellence- Oversee support operations, ensuring SLAs are consistently met or exceeded across regions.
- Implement tooling, workflows, and knowledge-base resources that improve first-response and resolution times.
- Build escalation processes that resolve critical issues quickly and communicate transparently with customers.
Retention, Renewals & Expansion- Own gross and net revenue retention targets; build proactive renewal processes that begin well before contract end dates.
- Identify churn risk early through health scoring and engagement signals, and lead structured save/recovery plays.
- Partner with Sales to identify and drive expansion opportunities - additional modules, seats, sites, and use cases - within the existing customer base.
Voice of the Customer- Serve as the internal champion for customers, synthesizing feedback, feature requests, and adoption data into actionable insights for Product and Engineering.
- Establish structured feedback loops such as QBRs/EBRs, customer advisory boards, NPS/CSAT programs, and win/loss and churn reviews.
- Develop customer advocacy programs: references, case studies, testimonials, and referrals.
Operations, Reporting & Systems- Build and maintain customer health scoring, lifecycle stages, and early-warning systems.
- Define and report on the KPIs that matter - GRR, NRR, adoption, NPS/CSAT, SLA performance, implementation velocity - with clear dashboards for the executive team and board.
- Own the Customer Success tech stack (e.g., HubSpot, Zendesk, Jira) and drive process automation and data hygiene.
What We9re Looking ForRequired- 5+ years of experience in Customer Success, Professional Services, Account Management, or Support within B2B SaaS.
- 3+ years leading and developing customer-facing teams, ideally across multiple regions or time zones.
- Deep working knowledge of SaaS customer metrics: churn, GRR, NRR, adoption, engagement, and customer health scoring - and a track record of moving them in the right direction.
- Proven experience owning renewals and driving retention and expansion outcomes.
- Excellent communication and stakeholder management skills, with the ability to engage credibly at every level from frontline users to C-suite executives.
- Strong operational mindset: comfortable designing processes, building playbooks, and using data to drive decisions.
- Self-starter who thrives in a fast-moving, scaling environment with a bias toward action.
Preferred- Experience in safety, EHS (Environment, Health & Safety), industrial, construction, mining, manufacturing, or energy sectors.
- Hands-on experience with HubSpot, Zendesk, Jira, or similar CRM, support, and project management platforms.
- Experience managing distributed/global teams, particularly across US and APAC time zones.
- Background in implementation or professional services for complex B2B software.
How Success Is MeasuredYour performance will be evaluated against clear, outcome-oriented measures, including:
- Retention & Renewals - Customer retention rate and on-time renewal performance
- Revenue Metrics - Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Customer Sentiment - NPS and CSAT scores and trends
- Adoption - Product usage, feature adoption, and engagement across the customer base
- Implementation Success - Time-to-value, on-time go-lives, and implementation satisfaction
- Support Performance - SLA attainment, response and resolution times
- Growth - Expansion revenue generated from the existing customer base
- Team Health - Team development, engagement, and retention of top talent
