Head of Global Customer Success

If you've already been leading customer success and want a bigger, more global remit, this role could be your next move.

A growing AI-led business in the financial crime space is looking for a Head of Global Customer Success to take ownership of how they manage and grow their client relationships worldwide. The product is strong, the client base is established, and now the focus is on building a more consistent, scalable approach across regions.

You’ll be stepping into a position where you can shape how the function operates, rather than inheriting something fully built.

The Role

You’ll be responsible for defining and leading the global customer success strategy, ensuring customers are not only retained but continue to grow in value over time.

This includes building and developing a high-performing team, establishing the right metrics and processes, and working closely with Sales, Product, and Engineering to ensure a joined-up approach to the customer lifecycle.

You’ll be as focused on outcomes as you are on experience, balancing NRR, expansion, and retention with strong client relationships.

Key Responsibilities

• Develop and implement a global customer success strategy aligned to business objectives

• Build, lead, and develop a high-performing customer success team across regions

• Establish and manage key metrics (e.g. NRR, DBNR, retention, expansion)

• Build strong relationships with key customers to support long-term retention and growth

• Collaborate cross-functionally with Sales, Product, Marketing, and Engineering

• Ensure customer feedback is captured and influences product and service development

• Create and embed a strong customer-first culture across the organisation

• Equip the team with the tools, processes, and frameworks needed to succeed

• Stay current with industry trends and best practices in customer success

Experience Required

• 10+ years’ experience in customer success, including leadership of global teams

• Background in software or technology-led businesses

• Proven track record of driving retention, expansion, and customer satisfaction

• Experience operating across multiple regions and managing distributed teams

• Strong leadership and team development capabilities

• Excellent communication and stakeholder management skills

• Data-driven mindset, with the ability to translate metrics into action

• Comfortable working in fast-paced, evolving environments

Desirable:

• Experience within cybersecurity, fraud, or AML environments

• Multilingual (Spanish and/or additional languages beneficial)