Head of Customer Success, Teamwork

Salary not provided

+ Employee Share Options

Gainsight

Senior and Expert level

Remote from Ireland

More information about location

Project and resource management software

Job no longer available

Project and resource management software

501-1000 employees

B2BInternal toolsProductivitySaaSVideo

Job no longer available

Salary not provided

+ Employee Share Options

Gainsight

Senior and Expert level

Remote from Ireland

More information about location

501-1000 employees

B2BInternal toolsProductivitySaaSVideo

Company mission

To make teams that deliver client work efficient, organised, profitable, and happy.

Job

Company

Role

Who you are

5+ years in Customer Success with at least 3 years in a leadership role managing large or global teams, ideally within a SaaS or B2B software environment
Proven Strategic Leader: Experience crafting and executing customer success strategies that align with business goals and foster long-term customer relationships
Strong Customer Advocate: Deep understanding of customer journey mapping and the ability to translate customer feedback into actionable business insights
Data-Driven and Analytical: Proficiency in leveraging data to guide decisions, measure customer health, and inform cross-functional improvements. Experience with CS tools (e.g., ChurnZero, Gainsight) and dashboards to analyze trends and drive results
Exceptional Communication and Influence Skills: Skilled in engaging stakeholders across all levels, from executives to customers, to drive alignment and ensure customer-centric decision-making
Collaborative and Cross-Functional Leader: Demonstrated success in working closely with Sales, Product, and Marketing to create cohesive strategies and operational improvements that benefit both customers and the business
Change Management Expertise: Adept at navigating and thriving in fast-paced, high-growth organisations. Skilled at bringing structure and clarity to ambiguous or chaotic situations, creating scalable processes that balance immediate needs with long-term goals. Demonstrates resilience, adaptability, and the ability to prioritize effectively in the face of competing demands. Excels at maintaining focus and driving progress amid rapid change and uncertainty, while empowering teams to do the same
Customer-Centric and Results-Oriented: Passionate about customer success, with a track record of delivering results that enhance customer value, reduce churn, and promote advocacy

What the job involves

We’re seeking an experienced Head of Customer Success to lead our global customer success organisation, reporting directly to the Head of Business Strategy
This role will be pivotal in defining and executing customer success strategies to enhance customer satisfaction, drive adoption, reduce churn, and increase net dollar retention (NDR)
You’ll focus on driving positive customer outcomes, product adoption, and exceptional customer experiences to increase customer lifetime value and influence expansion
You will also provide leadership, vision, and tactical direction to Customer Success Managers (CSMs) and team leads, while collaborating cross-functionally to ensure a seamless and value-driven customer experience
Set and Drive the Customer Success Vision: Establish a scalable customer success strategy that aligns with Teamwork’s objectives and customer-centric focus. Lead initiatives that promote customer engagement, satisfaction, and retention across all customer segments. This will include a mix of digital and human-assisted programs, leveraging a shared services model and integrating processes, content, and data to/from other departments (e.g., Marketing, Sales, Product/Engineering)
Build and Scale a High-Performing Team: Recruit, mentor, and develop a world-class customer success team, ensuring that CSMs and team leads are enabled and empowered to deliver value and build strong, lasting customer relationships. Implement effective onboarding, training, and development programs
Drive Adoption and Ensure Year 1 Success: Lead initiatives that ensure successful onboarding and year-one adoption milestones are met, setting the stage for long-term customer value and driving timely renewal cycles
Lead Account Strategy and Portfolio Management: Define and implement tiered engagement strategies and success plans to drive product adoption, maximise customer ROI, and foster customer advocacy. Develop playbooks and frameworks to support various customer profiles, from high-touch to tech-touch
Collaborate Cross-Functionally: Serve as a strategic liaison with Finance, Product, Sales, and Marketing teams to align on renewals, product roadmap priorities, share customer feedback, and promote customer-driven innovation. Advocate for customers by presenting data-driven insights to enhance our product offerings
Establish Data-Driven Operational Excellence: Drive consistent use of data and insights to measure customer health, adoption rates, and overall team performance. Optimise workflows and reporting processes to enable scalable growth and continuous improvement
Foster a Customer-Centric Culture: Lead by example to promote a customer-first mindset across the company. Guide your teams to proactively address customer needs, identify champions and advocates, and drive customer success initiatives that result in measurable impact
Manage Escalations and Drive Retention: Take ownership of escalated accounts, guiding teams in formulating action plans to address at-risk accounts and manage customer escalations with a thoughtful, solutions-oriented approach. Lead initiatives to reduce churn and increase customer lifetime value

Our take

The adoption of project and team management software has seen a consistent upward trend over the years. In recent years, it has become an indispensable tool for organisations of all sizes and industries. With the sustained prevalence of remote and hybrid work models and widespread digital transformation initiatives, the project management software market is not only hot but also experiencing rapid growth.

Teamwork has been riding this wave of growth, having expanded and refined its platform since as far back as 2007, achieving profitable growth right from the outset. This makes its 2021 funding round even more significant, supporting the company in consolidating and expanding its already prominent global position.

Although the dominant market is in the US, Teamwork has a robust presence in its home turf or Europe. Furthermore, it has successfully cultivated an international footprint with over 20,000 clients, including global entities such as Disney, PayPal, and HP. While entering the competitive US market pits the company against industry giants like Asana and Trello, Teamwork's solid European foundation and substantial funding position it well for the challenge.