Head of Customer Success Operations & Strategy | 261026

About the role

As Head of CS Operations & Strategy, you will own the frameworks, tools, processes, and intelligence that enable our CS teams to drive measurable customer outcomes at scale. Reporting directly to senior CS leadership, you will sit at the intersection of strategy, analytics, and execution, translating business goals into operational playbooks, and surfacing insights that shape how we grow and retain our enterprise customer base globally.

What you'll do

• Design and own the CS operating model — including coverage design, segmentation strategy, capacity planning, and headcount modelling across onboarding, adoption
• Build and maintain the CS analytics practice: dashboards, health scoring, churn prediction models
• Own the CS tech stack (CRM, BI tools), driving adoption, governance, and continuous improvement across the tooling layer
• Lead quarterly and annual CS planning cycles, working cross-functionally with Finance, Sales, and Product to align on ARR targets, retention goals
• Define and operationalise customer journey playbooks , from onboarding through renewal and expansion, ensuring consistency across regions and segments

What you need

• Customer success
• CRM
• Sales
• Performance management
• Financial modelling
• Investment banking

Good to have

• Go-to-market
• Salesforce
• Tableau
• Looker