Head - Customer Success - SaaS Platform

We are looking for an experienced Head of Customer Success to lead customer success and account management for a SaaS platform, with a strong focus on enterprise and strategic customer relationships, retention, growth, and overall customer experience. Key Responsibilities: - Lead the overall Customer Success strategy aligned with business and revenue objectives. - Own relationships with strategic and enterprise customers, ensuring high satisfaction, retention, adoption, and long-term value. - Build and strengthen relationships with global and key accounts, acting as a senior point of contact for critical customer requirements and escalations. - Develop customer engagement and success plans to drive product adoption, customer retention, renewals, and expansion opportunities. - Partner with Sales, Product, Support, and Operations teams to ensure seamless customer experience and resolution of customer issues. - Establish and track key Customer Success metrics including retention, churn, adoption, renewals, customer satisfaction, and account growth. - Lead, mentor, and develop the Customer Success / Account Management team, ensuring strong account ownership and service delivery. - Identify opportunities to improve customer experience, processes, and overall account value. - Manage senior stakeholder relationships and drive executive-level customer engagements. Required Candidate Profile: - 13-23 years of overall experience, with 14+ years in Customer Success, Account Management, Client Services, or Customer Experience. - Minimum 5 years of leadership experience managing enterprise customer relationships. - Proven experience handling strategic or global accounts. - Strong experience in a SaaS / technology environment, preferably managing enterprise customers. - Demonstrated ability to drive customer retention, adoption, renewals, and account growth. - Excellent leadership, communication, stakeholder management, and problem-solving skills.