Head of Customer Success Job at Highspot

Head of Customer Success

Global Customer Success is a highly specialized team within LHH responsible for ...

Location

United States

Salary:

115000.00 - 150000.00 USD / Year

LHH

Expiration Date

Until further notice

Requirements

10+ years of Customer Success experience in related field (Career Transition, Talent and Change Management, Leadership Consulting, Organizational Development, Human Resources, etc.) with at least 5 or more of those years in a leadership role with direct reports
Ability to travel, sometimes with short notice
Excellent platform presentation experience
Demonstrated consultative sales experience
Excellent oral and written communications skills
Excellent technology skillset
Undergraduate degree required, Postgraduate degree preferred

Job Responsibility

Drive exceptional customer satisfaction by ensuring all deliverables consistently exceed client expectations
Retain all existing contracts and maximize revenue opportunities through effective contract monetization
renew expiring contracts with full implementations to drive long-term client value
Champion continuous learning and development across the team, incorporating AI initiatives and leveraging technology to enhance consistency, efficiency, and innovation
Maintain rigorous standards for project and account management disciplines, guiding the team to elevate their skills and adopt best practices
Foster strong collaboration among Global Customer Success Directors, Global Account Directors, and cross-functional teams—including sales, operations, engagement, delivery, and finance—to ensure seamless contract execution and project delivery worldwide
Equip the team to maximize contract value and communicate our full value proposition across all lines of business, with a focus on expanding client relationships
Ensure reliable availability and responsiveness of the team to meet evolving internal and external customer needs
Promote a culture of continuous improvement, setting benchmarks that consistently surpass industry expectations
Represent Customer Success in client presentations and pitches, highlighting capabilities and differentiators to strengthen partnerships

What we offer

Growth opportunities within a human resources global leader
Medical, dental, vision, term life and AD&D insurance
Short-term and long-term disability
Additional voluntary benefits
Commuter benefits
Wellness plans
401k plan or a non-qualified deferred compensation plan
Paid leave includes Personal Time Off (PTO) on an accrual basis per year
Paid Holidays
Up to 6 weeks of Paid Parental Leave

Fulltime

Head of Customer Success – Brands & Agencies

We are seeking a senior leader to serve as Head of Customer Success for Global A...

Location

United States , New York

Salary:

120000.00 - 135000.00 USD / Year

Genius Sports

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Success, Account Management, or Client Services within Ad Tech, MarTech, or programmatic media
Extensive experience working directly with major global advertising agencies—ideally across multiple holding companies
Deep understanding of agency structures, decision-making processes, and media trading operations
Proven ability to build senior-level agency relationships and drive multi-market partnership growth
Strong understanding of programmatic workflows, data integrations, measurement, and cross-channel campaign execution
Exceptional executive communication skills, with an ability to influence senior stakeholders internally and externally
Demonstrated success in scaling global customer success teams and operations

Job Responsibility

Serve as the senior point of contact for Customer Success with major agency partners and top brand accounts
Collaborate with internal Sales teams to develop joint business plans (JBPs) and executive partnership programs to establish long-term, multi-market collaboration
Strengthen multi-level relationships—from global leadership to regional media directors and platform specialists
Champion the adoption of Genius Sports’s advertising capabilities and educate agency partners on how to integrate these capabilities into media plans, trading strategies, and testing frameworks
Develop the customer success vision and roadmap specifically for global agencies and their operating companies
Build frameworks that drive consistent product adoption across agency networks, regions, and business units
Align success initiatives with agency commercial goals, workflow models, and measurement requirements
Create scalable engagement models that support both enterprise-level relationships and in-market media teams
Lead onboarding, implementation, and activation programs tailored to agency workflows and media planning cycles
Build repeatable success plans that drive campaign performance, operational efficiency, and platform education across hundreds of client accounts throughout the sports calendar

What we offer

variable compensation schemes
US benefits
401k plans

Fulltime

Team Lead Customer Success - DACH

As Appinio continues to revolutionise and conquer the market research industry, ...

Location

Germany , Hamburg

Salary:

Not provided

Appinio

Expiration Date

Until further notice

Requirements

5+ years of Market research experience with in-depth methods and industry knowledge or similar experience in a related field/industry
3+ years of leadership experience with a proven track record in leading high-performing teams, particularly in significant turnaround or fast scale-up environments
experience in supporting and consulting B2B customers - ideally in market research agencies and providers, SaaS, management consulting, or advertising/communication
a high level of energy, focus, and drive, coupled with an ability to swiftly adjust to changing priorities and aspiration to create the best-in-class Customer Success function, aiming to make a significant impact in your role
a strong results focus, consistently achieving ambitious growth targets regularly
communicate confidently, clearly, and transparently in both German and English, facilitating seamless interactions across diverse teams and stakeholders

Job Responsibility

Lead, develop, and strategically recruit a high-performing team of 6-9 customer success managers in the DACH region, each overseeing a dedicated portfolio of up to 20 customers within a specific vertical
Prioritise coaching and empowerment for Customer Success Managers, fostering a culture of growth and continuous skill development to consistently elevate performance standards
Leverage a profound understanding of market research, innovative methodologies, and comprehensive knowledge of industry and market dynamics to comprehend customer needs and shape the future of the CS role
Innovate and refine processes, playbooks, and best practices by consistently exploring new strategies, technologies, and approaches to enhance the CS team's performance and elevate the overall customer experience
Collaborate with the Interim Head Of DACH and other team leads on developing and executing the overall vision and strategy in CS
Collaboratively drive the achievement of business and revenue objectives with your team and across markets collaborating with the local CS Teams

What we offer

Flexibility Policy - Our flexibility policy means there is no hard cap on the number of vacation days you can take
Temporary work from abroad - If you're based in the EU, you can work outside your country of residence for up to 180 days per year
All the hardware you need and your own MacBook
If you are located in Hamburg or Berlin, you'll get a Deutschland ticket or access to a mobility budget with the NAVIT app to get you to and from the office space
If you are located in Germany or Spain, you will have access to a Subsidised Urban Sports Club membership
In case you’re located in one of the cities where most of our fellow Appinioneers are (Hamburg, Berlin, Munich, London, Madrid, Barcelona, or New York), you can get access to our Co-working spaces

Fulltime

Head of Customer Support

This role will lead our Japan Customer Success team in servicing our Square sell...

Location

Japan , Tokyo

Salary:

Not provided

Block

Expiration Date

Until further notice

Requirements

Excellent written and verbal communication skills in both English and Japanese
4+ years of direct people management experience with a coaching mindset
Managed a team of 20+ individuals in a high volume environment
Experience building and scaling Customer Support teams (customer success, call center, sales/customer service operations), preferably in a fast-paced startup and/or tech environment
The ability to effectively influence and communicate to folks across a wide range of backgrounds, levels and teams
Creative problem-solving abilities, with a sense of calm under pressure
Evidence of quick, high-quality decision making, in the presence of multiple (sometimes conflicting) priorities
A strong sense of empathy and a love for helping people
A passion for Square and ensuring an outstanding customer experience

Job Responsibility

Lead the Japan Customer Success team providing a best-in-class customer service to our sellers across Japan
Set and drive the Customer Success strategy for Japan, and ensure alignment with the overall global strategy
Coach and mentor team members with a focus on fostering a culture of learning and curiosity, driving performance, professional development and upstream thinking
Accountable for all operational performance, budget management and continuous improvement in customer service, including the performance of our BPO Partners
Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
Partner with central supporting teams (Quality, L&D, WFM, BPO, Product, BizOps, etc.) to ensure optimal, quality service to our sellers
Develop and lead strategic programmes to deliver continuous improvement
Support our central teams in the rollout of global initiatives
Treat Customer Success as a product at Square, brainstorming, iterating and improving on the customer experience
Help share best practices across international teams

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Head of Customer Service - Global

As we scale across Southeast Asia and beyond, Cogoport’s mission is to transform...

Location

Singapore , Singapore

Salary:

Not provided

Cogoport

Expiration Date

Until further notice

Requirements

MBA from a reputed institution (Bachelor’s in Business or Engineering preferred)
10+ years in service leadership roles across customer operations, success, or support
At least 3 years in logistics, freight forwarding, or international supply chain experience (preferred)
Deep knowledge of CX design, service operations, and contact center management
Lean Six Sigma Black Belt certification preferred
strong track record of process optimization
Visionary yet execution-driven — someone who can scale from 0 to 1, then 1 to 100
Strong communicator, people leader, and cross-functional collaborator
Empathy-first mindset paired with data-driven decision-making

Job Responsibility

Own the strategy and execution of the entire Customer Service function across Southeast Asia
Build and lead a high-performing team spanning Booking Desk, Documentation Control, and Escalation Management
Set and improve KPIs including CSAT, NPS, First Response Time, Resolution SLA, and Retention Rate
Implement Lean, Six Sigma, and automation best practices to remove inefficiencies and scale effortlessly
Drive cross-functional initiatives with Product, Ops, Tech, and Sales to ensure end-to-end customer satisfaction
Create structured escalation management and issue resolution frameworks with internal and external stakeholders
Monitor VOC (Voice of Customer) insights and use them to refine playbooks, process flows, and journey maps
Represent Customer Success in leadership meetings and proactively drive product/process improvements based on service feedback

What we offer

A leadership seat to design and scale customer service across Southeast Asia
Access to digital customer experience tooling and automation infrastructure
A global team culture that values experimentation, empathy, and ownership
Fast-paced environment with autonomy to build and lead from the front
A chance to transform how customers experience global logistics — and build a legendary service organisation

Fulltime

Head of Quality – Customer Reporting and Data Analytics

As Head of Quality – Customer Reporting and Data Analytics, your primary goal wi...

Location

United States , Miami, FL / Boston

Salary:

Not provided

Everseen

Expiration Date

Until further notice

Requirements

10+ years of experience in data analytics, business intelligence, or data product management
At least 3 years in a leadership or head-of-function role
Proven experience delivering data or analytics products to enterprise customers, ideally in retail, AI, or SaaS environments
Deep understanding of data quality frameworks, reporting pipelines, and analytics visualization platforms (e.g., Tableau, Power BI, Looker, or similar)
Strong familiarity with data engineering workflows (ETL, data modeling, API integrations)
Experience leading cross-functional collaboration across product, engineering, and commercial teams
Exceptional analytical, strategic thinking, and communication skills
Knowledge of retail operations, shrinkage, and loss prevention analytics
Proven ability to build scalable reporting and analytics products from concept to market

Job Responsibility

Build and own the Customer Intelligence Product Line that delivers actionable insights derived from Everseen’s AI platform and integrated third-party data sources
Define and maintain data quality and reporting standards to ensure reliable, consistent, and accurate insights for all customer-facing analytics products
Collaborate cross-functionally with the Data & Intelligence, Engineering, Research, Operations, and Sales & Marketing teams
Champion quality and continuous improvement, ensuring data integrity, performance consistency, and adherence to regulatory or contractual data standards
Develop and manage KPIs for intelligence product adoption, customer satisfaction, and product quality
Partner with Sales and Customer Success to translate intelligence insights into customer value stories and revenue opportunities
Lead a small but growing team of data quality analysts, reporting specialists, and data product managers as the product line scales

Fulltime

Head of Operations

Cogoport is currently expanding globally, and we are looking to hire a Head of O...

Location

Thailand , Bangkok

Salary:

Not provided

Cogoport

Expiration Date

Until further notice

Requirements

8+ years of customer success or customer operations in logistics & supply chain industry/ B2B SaaS companies/Tech Companies
Have prior experience of managing teams with ability to inspire & set a strong culture of belonging & ownership
Have a strong entrepreneurial mindset & is a self-starter
Preferably have a strong knowledge or interest in the logistics & supply chain industry

Job Responsibility

Hire & groom the operations team for the business who will manage the entire order flow for Cogoport – liaise with customer to get necessary documentation & schedules for order processing, work with supply partners to ensure pricing guarantee & order confirmation and work closely with finance to facilitate invoicing, payment & collections process
Propose & conduct training programs for the team to ensure strong compliance to internal SLAs & processes, platform data capture & act as a primary conduit for promoting NPS
Work closely with the supply, sales & finance team to provide a superior customer experience & pricing for both consumers & supply partners
Set up best practices across the organisation based on industry standards while at the same time capturing local nuances to ensure the best-in-class experience for both consumers & supply partners
Build a strong team of managers & associates and set a strong culture of ownership, problem solving & customer centricity within the organisation

Fulltime

Head of Enterprise Cloud Support

We are on the lookout for a passionate leader to join our Cloud Support team in ...

Location

India , Bengaluru

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

15+ years of experience in fast-growing global SaaS support operations
proven leadership of large, global, multicultural teams that consistently meet and exceed operational performance goals
experience facilitating large-scale organizational transformation
a track record of effective communication with C-level executives, both internally and externally
exceptional capability in behavioral assessment and the ability to teach others
demonstrated experience in designing and implementing talent development programs that cultivate strong leaders and support engineers
a history of building a customer-centric culture that prioritizes customer needs
proven success in influencing cross-functional teams and inspiring change in a ‘matrixed’ environment
experience leading customer escalations and internal incidents.

Job Responsibility

Define and implement a support strategy that enhances customer experience, scales the team, develops talent, and balances cost with coverage while increasing the impact of India as a center of excellence across CSS
collaborate with Escalation, Product, and Support & Success leadership to drive customer executive-level escalations to resolution and enhance visibility of customer needs
support and develop senior leadership capabilities within the team
cultivate an environment and culture of exceptional support
present strategy, key insights, financial and non-financial achievements, and quarterly progress updates to senior leadership in an engaging manner
analyze operational metrics to identify strategic opportunities and drive improvements that increase value for our customers
work closely with leaders in other regions to ensure process alignment.

What we offer

health coverage
paid volunteer days
wellness resources.

Fulltime

Head of Customer Success

Highspot

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 06, 2026

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