iMPact Business Group
Job Description
Excellent Opportunity with Global SaaS Recognition and Engagement Company!
Head of Customer Success
Our client, a
leading enterprise organization providing award and recognition programs to global organizations
has an immediate opening for a
Head of Customer Success.
The Head of Customer Success is the strategic owner and high-impact leader of our global customer success function. Responsible for driving customer retention, growth, and engagement-including product adoption, redemption, and upselling / cross-selling both our SaaS platform and symbolic products. This role owns the entire customer lifecycle across the US, UK, and Canada, with a focus on delivering full value to our clients and their employees.
Responsibilities
Own the Customer Success Strategy: Develop and execute a compelling vision and actionable roadmap focused on retention, expansion, and maximizing customer lifetime value. Relentless Customer Advocacy: Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams. Advocate for customers and help drive product improvements based on their feedback across SaaS and symbolic products Drive Redemption, Engagement & Full Value Realization: Lead initiatives to increase employee participation via redemption, product usage, and full engagement with both our SaaS and symbolic products, ensuring clients realize their complete value. Cross-Sell & Upsell Leadership: Actively identify and execute opportunities to upsell our SaaS platform and additional products, ensuring clients see the full spectrum of value we offer their employees. Lifecycle Management & Personalization: Oversee onboarding, adoption, renewal, and expansion strategies tailored to diverse customer segments and needs. Data-Driven Impact: Establish KPIs around customer health, redemption, usage, loyalty, and revenue growth. Leverage insights to optimize programs and influence product, manufacturing, and fulfillment improvements. Cross-Functional Collaboration: Serve as a passionate customer advocate, working closely with product, marketing, sales, manufacturing, and support teams to embed a customer-centric, growth-oriented mindset. Team Building & Motivation: Lead and energize a global, high-performing team, inspiring proactive, solution-focused behaviors to drive strategic results and meaningful change. Operational & Process Excellence: Implement scalable, innovative processes and tools that support continuous improvement and measurable impact on customer success and revenue. Job Requirements
Skills and Experience
Proven experience in developing and executing comprehensive customer success strategies with full accountability for results. Strong background in managing customer onboarding, adoption, retention, upselling, and expansion, especially within SaaS environments. Order fulfillment experience a plus. Ability to work seamlessly across product, sales, marketing, operations, and support teams to drive customer-centric initiatives and growth. Expertise in establishing KPIs, analyzing customer health, redemption, and usage metrics, and leveraging insights to optimize customer engagement and revenue. Experience leading, developing, and energizing high-performing, global teams; inspiring proactive problem-solving and change. Success in designing and implementing programs that increase participation, loyalty, and full value realization. Strong ability to communicate strategic insights, influence stakeholders at all levels, and inspire a customer-first mindset across organizations. Experience and ability to incorporate AI tools into all of the above
Excellent Opportunity with Global SaaS Recognition and Engagement Company!
Head of Customer Success
Our client, a
leading enterprise organization providing award and recognition programs to global organizations
has an immediate opening for a
Head of Customer Success.
The Head of Customer Success is the strategic owner and high-impact leader of our global customer success function. Responsible for driving customer retention, growth, and engagement-including product adoption, redemption, and upselling / cross-selling both our SaaS platform and symbolic products. This role owns the entire customer lifecycle across the US, UK, and Canada, with a focus on delivering full value to our clients and their employees.
Responsibilities
Own the Customer Success Strategy: Develop and execute a compelling vision and actionable roadmap focused on retention, expansion, and maximizing customer lifetime value. Relentless Customer Advocacy: Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams. Advocate for customers and help drive product improvements based on their feedback across SaaS and symbolic products Drive Redemption, Engagement & Full Value Realization: Lead initiatives to increase employee participation via redemption, product usage, and full engagement with both our SaaS and symbolic products, ensuring clients realize their complete value. Cross-Sell & Upsell Leadership: Actively identify and execute opportunities to upsell our SaaS platform and additional products, ensuring clients see the full spectrum of value we offer their employees. Lifecycle Management & Personalization: Oversee onboarding, adoption, renewal, and expansion strategies tailored to diverse customer segments and needs. Data-Driven Impact: Establish KPIs around customer health, redemption, usage, loyalty, and revenue growth. Leverage insights to optimize programs and influence product, manufacturing, and fulfillment improvements. Cross-Functional Collaboration: Serve as a passionate customer advocate, working closely with product, marketing, sales, manufacturing, and support teams to embed a customer-centric, growth-oriented mindset. Team Building & Motivation: Lead and energize a global, high-performing team, inspiring proactive, solution-focused behaviors to drive strategic results and meaningful change. Operational & Process Excellence: Implement scalable, innovative processes and tools that support continuous improvement and measurable impact on customer success and revenue. Job Requirements
Skills and Experience
Proven experience in developing and executing comprehensive customer success strategies with full accountability for results. Strong background in managing customer onboarding, adoption, retention, upselling, and expansion, especially within SaaS environments. Order fulfillment experience a plus. Ability to work seamlessly across product, sales, marketing, operations, and support teams to drive customer-centric initiatives and growth. Expertise in establishing KPIs, analyzing customer health, redemption, and usage metrics, and leveraging insights to optimize customer engagement and revenue. Experience leading, developing, and energizing high-performing, global teams; inspiring proactive problem-solving and change. Success in designing and implementing programs that increase participation, loyalty, and full value realization. Strong ability to communicate strategic insights, influence stakeholders at all levels, and inspire a customer-first mindset across organizations. Experience and ability to incorporate AI tools into all of the above