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Head of Customer Success (Global)

Head of Customer Success (Global)

  • Location

    England

  • Sector:

    Sales and Marketing

  • Job type:

    Permanent

  • Salary:

    £85000 - £95000 per annum

  • Contact:

    Ella Ross

  • Contact email:

    e.ross@ioassociates.com

  • Job ref:

    BBBH173951_1771947678

  • Published:

    about 6 hours ago

Head of Customer Success (Global)

Base: £85,000 - £95,000 + bonus | UK‑based (global remit)

Our client has built an AI‑powered, 24/7 sales and lead management platform for the health and fitness industry, acting as a virtual, multilingual sales agent across voice, SMS, WhatsApp, and social channels. You'll be the Global Head of Customer Success - a true player‑coach: owning relationships with key customers while building the CS function, processes, and team from the ground up.

What you'll be doing:

  • Own global CS strategy and key accounts: drive onboarding, adoption, renewals, and expansion across a growing international customer base.
  • Build and lead a young CS team: hire, coach, and develop early‑career talent, putting structure, playbooks, and clear performance standards in place.
  • Design scalable CS processes: from onboarding journeys and health scoring to QBRs, renewal motions, and escalation frameworks.
  • Use AI and data every day: monitor customer health, surface risks and upsell opportunities, and turn insights into clear ROI stories for senior stakeholders.
  • Be the global voice of the customer: work closely with Product, Sales, and Marketing to shape roadmap, GTM, and how the platform delivers measurable value.

What we're looking for:

  • 6-10+ years in B2B SaaS Customer Success / Account Management, including time in a senior/lead role.
  • Comfortable as a hands‑on leader: happy to own strategic accounts while building and managing a team.
  • Strong with data, AI‑curious, and able to turn complex insights into simple, commercial narratives.
  • Experience leading or serving customers across multiple regions/time zones; health & fitness exposure is a plus, not a must.

If you are ready to build and lead Global Customer Success for an AI‑first SaaS company and to define how Customer Success is done in an AI‑native, high‑growth environment then message me for a confidential chat or to see the full brief.