As Head of Customer Success, you'll own gross revenue retention and lead our entire post-sale organisation: Customer Success, Support, Onboarding, and Renewals. Your job is to make sure every customer realises the value of EdgeTier. Reporting into the CEO and sitting alongside our commercial and product leaders, you will help to shape the strategy of the company. This role operates on a hybrid basis.
Responsibilities
Own and evolve post-sale strategy, and report on customer health to the CEO and board; Structure, hire, and coach the team, with clear career paths and sensible spans of control as the company grows; Drive adoption and measurable value realisation, and own health scoring and at-risk intervention; Run value reviews and QBRs that make insight tangible and defensible to enterprise stakeholders; Review, adjust and monitor the incentivisation plan for the Customer Success team, creating and reporting on team KPIs; Own support quality, SLAs and escalation paths; Define and govern the handoff between Customer Success and Support; Own onboarding and implementation, with discovery-led setup fitted to each customer; Own NRR and GRR, and build renewal and expansion playbooks; Partner with Sales on handoff, upsell and cross-sell; Own the structured feedback loop into Product; Work with Sales on handoff, RevOps and Data on instrumentation, and Marketing on advocacy and references; Shape the strategy of the company while reporting to the CEO and sitting alongside commercial and product leaders
Requirements
Scaled a B2B SaaS Customer Success or post-sale function through the €5M–€25M stage, growing both customers and headcount; Owned NRR and GRR directly in a previous role; Led at least two post-sale pillars (for example CS and Support, or CS and Onboarding); Built operating models including segmentation, health scoring, playbooks and CS tooling; Technically and analytically credible with a product whose value is abstract; Able to run discovery and frame value for enterprise stakeholders; Hired, coached and structured teams and led through others while staying close to customers
Nice to have
Experience selling to products in the domain of data, analytics or AI, or close to contact centres and CX; Domain knowledge in contact centres, CX or conversational AI
Benefits
Share options and a bonus structure as part of each compensation package; €2,000 annual Keep Growing budget for professional growth and learning; Access to premium LLM/AI models; 23 days of annual leave plus annual company shut-down days; Fully paid sabbatical after 4 years of service; Increasing leave entitlements with continued tenure; Health insurance; Bike-to-work scheme; Company-matched pension plan (for Ireland-based employees); Company get-togethers and off-sites
Irlandia · Dublin
