Head of Customer Success SaaS

• Execute the overall Customer Success strategy aligned with Seamless Technologies business objectives.
• Lead and mentor Customer Success members to achieve the departmental goals.
• Establish clear performance objectives success metrics and accountability frameworks across all CSMs
• Continuously evaluate and optimize customer success processes workflows and operating models to improve efficiency and customer outcomes.
• Foster a high-performance culture focused on customer value innovation collaboration and continuous improvement.

• Own company-wide customer retention and renewal performance.
• Develop strategies to reduce customer churn and increase customer lifetime value.
• Partner with Sales Product and Account Management teams to identify expansion opportunities within existing customer accounts.
• Monitor customer health indicators and implement proactive interventions for at-risk customers.
• Drive customer advocacy initiatives that strengthen customer loyalty and increase referrals.

• Ensure customers achieve measurable business outcomes through Seamless Technologies solutions.
• Champion customer-centric practices across the organization through various touch points.
• Oversee customer journey optimization across onboarding adoption engagement support renewal and advocacy stages.
• Establish frameworks for capturing customer feedback and translating insights into actionable improvements.
• Drive Voice of Customer (VoC) programs that influence product development and service delivery.

• Continuously refine customer success policies playbooks and service standards.
• Implement scalable customer success processes and best practices.
• Leverage AI and automation and customer success platforms to improve team productivity reduce head counts and customer engagement.
• Ensure operational consistency across Customer Success Customer Engagement and Customer Support functions.

• Partner closely with Product Engineering Sales Marketing Implementation and Finance teams to improve customer outcomes.
• Serve as the executive voice of the customer within SeamlessHR.
• Influence product roadmap discussions using customer insights trends and feedback.
• Drive alignment between commercial objectives and customer success initiatives.

Education

• Bachelors degree in Business Administration Marketing Communications Management or a related field.
• An MBA or relevant postgraduate qualification is an advantage.

Experience

• 1215 years of progressive experience in Customer Success Account Management Client Experience or related customer-facing roles.
• At least 57 years in a senior leadership/management position preferably within SaaS FinTech
• Proven experience managing enterprise and strategic accounts with complex customer needs.
• Demonstrated experience building scaling and leading high-performing customer success teams.
• Strong track record of improving customer retention renewal rates customer satisfaction adoption and expansion revenue.
• Experience managing customer portfolios with significant recurring revenue/ARR.
• Experience working closely with Sales Product Engineering Marketing Finance and Operations teams.

Core Competencies

• Customer Success Strategy & Leadership
• Enterprise Account Management
• Customer Retention & Churn Reduction
• Customer Onboarding & Adoption
• Upselling Cross-selling & Expansion
• Customer Experience Management
• Stakeholder & Executive Relationship Management
• Team Leadership & People Development
• Data Analytics & Customer Health Scoring
• Customer Journey Mapping
• Process Design & Continuous Improvement
• Conflict Resolution & Escalation Management
• Strategic Planning and Execution

The ideal candidate should be able to:

• Develop and execute the organizations Customer Success strategy aligned with business objectives.
• Build a proactive customer engagement model rather than relying primarily on reactive support.
• Develop executive-level relationships with key enterprise customers.
• Lead customer retention and recovery strategies for at-risk accounts.
• Partner with Sales to drive account expansion and revenue growth.
• Work with Product teams to translate customer feedback into product improvements.
• Design scalable onboarding adoption renewal and customer advocacy programmes.
• Coach and develop Customer Success Managers and other customer-facing teams.
• Establish clear performance expectations KPIs processes and career paths for the CS function.
• Present customer insights risks opportunities and performance trends to the Executive Leadership Team.