Global Head of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee, mentor, and nurture the global Customer Success team.

• Establish objectives, designate customer responsibilities, and sustain active success strategies.

• Manage Customer Success playbooks, tools, metrics, and operational frameworks.

• Assess account health and personally address escalations and customers at risk.

• Define and report key performance indicators such as time-to-value, adoption, customer health, net revenue retention, and referenceability.

• Serve as the representative for Customer Success within the leadership team.

• Recruit, onboard, and enhance team capabilities.

• Be accountable for outcomes related to strategic customer accounts.

• Comprehend customer operations and convert them into product use cases and operational concepts.

• Prepare customers for implementation and conduct configuration workshops with Delivery.

• Oversee user training, onboarding, and adoption strategies.

• Monitor usage, identify adoption challenges, and report on operational and financial implications.

• Cultivate relationships with frontline personnel and senior leadership.

• Promote expansion opportunities, contract renewals, and extensions.

• Develop business cases and pass qualified opportunities to Sales.

• Transform successful customers into references through case studies, conference presentations, introductions, and site visits.

• Provide structured customer feedback, requirements, and roadmap input to the Product team.

• Facilitate the sharing of best practices among customers.

• Assist in pre-sales initiatives and workshops with potential clients.

⛳️ Requirements

• Extensive experience in the aviation industry, ideally from a ground operations, APOC, or OCC perspective.

• Several years of experience in customer success, account management, consulting, or an operational leadership role within a B2B software or aviation context.

• Demonstrated success in leading a global team in a player/coach format.

• Commercial acumen and capability to build business cases while engaging senior stakeholders regarding scope and financials.

• Experience in managing business and behavioral change.

• Strong grasp of corporate hierarchies and intricate matrix organizations.

• Excellent analytical skills with the ability to convert data into insights and actionable strategies.

• Proven ability to collaborate with individuals from various cultural and professional backgrounds.

• Experience in leading a distributed team across multiple time zones.

• Capability to work independently and proactively in a remote environment.

• Availability and willingness to travel extensively internationally across North America, Europe, and beyond.

• Proficient command of English; proficiency in additional languages is an advantage.

🏝️ Benefits

• Engage in significant decision-making processes; your ideas will be valued and implemented.

• Leadership position with genuine ownership of a key function.

• Opportunity to work remotely with a flexible schedule.

• Chance to travel globally for Assaia.

• Excellent company culture rooted in honesty and mutual respect.

• Live team events.

• Funding for relevant conferences and online training.