Head of Customer Success

The Head of Customer Success will own the end-to-end post-sales customer lifecycle for Unbxd’s global enterprise customer base. This leader will be responsible for customer retention, expansion, adoption, and long-term value realization while building a scalable, data-driven Customer Success organization across geographies.

This role requires deep SaaS CS expertise, strong commercial acumen, and proven experience managing global teams and large enterprise accounts.

Key Responsibilities:-

Strategy & Leadership

• Define and execute the global Customer Success strategy aligned with Unbxd’s growth, retention, and expansion goals
• Build and lead a high-performing global CS organization across regions (NA, EMEA, APAC)
• Establish vision, KPIs, operating cadence, and governance for the CS function

Customer Lifecycle Ownership

• Own customer onboarding, adoption, renewals, upsell, and expansion for enterprise and strategic accounts
• Drive Net Revenue Retention (NRR), Gross Retention, CSAT, and product adoption metrics
• Act as executive sponsor for key global enterprise customers

Revenue & Commercial Impact

• Partner with Sales and Account Management teams on renewals, expansions, and commercial negotiations
• Forecast renewals and expansion pipeline with high accuracy
• Identify growth opportunities within existing accounts and drive value-based conversations

Cross-Functional Collaboration

• Work closely with Product, Engineering, and Technical Support teams to drive customer feedback into product roadmap decisions
• Ensure smooth escalation management and resolution of high-impact customer issues
• Partner with Marketing and Product teams on customer advocacy, case studies, and reference programs

Team Building & Enablement

• Hire, mentor, and develop Customer Success Managers, Team Leads, and Regional Heads
• Define career paths, enablement programs, and performance frameworks
• Build a culture of ownership, customer obsession, and continuous improvement

Process, Systems & Scale

• Design scalable CS processes, playbooks, and engagement models for enterprise customers
• Drive data-driven decision-making through health scores, QBRs, and success planning

Required Qualifications

• 12+ years of experience in Customer Success, Account Management, or Post-Sales leadership in B2B SaaS
• 7+ years in a senior leadership role managing global CS teams
• Proven experience owning renewals, expansions, and enterprise customer relationships
• Experience working with global enterprise customers, especially in North America and APAC

Preferred Qualifications

• Experience in eCommerce, MarTech, Search, Personalization, or AI-based platforms
• Prior experience scaling CS in high-growth SaaS organizations
• Exposure to managing P&L or revenue ownership
• Strong executive presence and board-level communication skills

Key Skills

• Global stakeholder and executive customer management
• Strategic thinking with strong operational execution
• Revenue forecasting and commercial negotiations
• Data-driven decision making
• Leadership, coaching, and team development