Head of Customer Success SaaS

Job Summary

The ideal candidate will execute Seamless Technologies' customer success strategy to drive customer retention, product adoption, customer satisfaction, and long-term revenue growth. He/She will be responsible for providing leadership across the Customer Success unit. He/She will ensure that customers consistently realize value from Seamless Technologies' solutions while driving operational excellence, scalable processes, and a customer-centric culture across the organization. Our ideal candidate must be a strategic leader with strong SaaS & AI experience, capable of optimizing existing customer success operations, improving customer outcomes, leveraging data for decision-making, and influencing cross-functional teams to enhance the overall customer experience.

Job Details

Strategic Leadership & Department Management

• Execute the overall Customer Success strategy aligned with Seamless Technologies' business objectives.
• Lead and mentor Customer Success members to achieve the departmental goals.
• Establish clear performance objectives, success metrics, and accountability frameworks across all CSMs
• Continuously evaluate and optimize customer success processes, workflows, and operating models to improve efficiency and customer outcomes.
• Foster a high-performance culture focused on customer value, innovation, collaboration, and continuous improvement.

Customer Retention & Growth

• Own company-wide customer retention and renewal performance.
• Develop strategies to reduce customer churn and increase customer lifetime value.
• Partner with Sales, Product and Account Management teams to identify expansion opportunities within existing customer accounts.
• Monitor customer health indicators and implement proactive interventions for at-risk customers.
• Drive customer advocacy initiatives that strengthen customer loyalty and increase referrals.

Customer Experience & Value Realization

• Ensure customers achieve measurable business outcomes through Seamless Technologies' solutions.
• Champion customer-centric practices across the organization through various touch points.
• Oversee customer journey optimization across onboarding, adoption, engagement, support, renewal, and advocacy stages.
• Establish frameworks for capturing customer feedback and translating insights into actionable improvements.
• Drive Voice of Customer (VoC) programs that influence product development and service delivery.

Operational Excellence

• Continuously refine customer success policies, playbooks and service standards.
• Implement scalable customer success processes and best practices.
• Leverage AI and automation, and customer success platforms to improve team productivity, reduce head counts and customer engagement.
• Ensure operational consistency across Customer Success, Customer Engagement, and Customer Support functions.

Cross-functional Collaboration

• Partner closely with Product, Engineering, Sales, Marketing, Implementation, and Finance teams to improve customer outcomes.
• Serve as the executive voice of the customer within SeamlessHR.
• Influence product roadmap discussions using customer insights, trends, and feedback.
• Drive alignment between commercial objectives and customer success initiatives.

Requirements

Education

• Bachelor’s degree in Business Administration, Marketing, Communications, Management, or a related field.
• An MBA or relevant postgraduate qualification is an advantage.

Experience

• 12–15+ years of progressive experience in Customer Success, Account Management, Client Experience, or related customer-facing roles.
• At least 5–7 years in a senior leadership/management position, preferably within SaaS, FinTech, 
• Proven experience managing enterprise and strategic accounts with complex customer needs.
• Demonstrated experience building, scaling, and leading high-performing customer success teams.
• Strong track record of improving customer retention, renewal rates, customer satisfaction, adoption, and expansion revenue.
• Experience managing customer portfolios with significant recurring revenue/ARR.
• Experience working closely with Sales, Product, Engineering, Marketing, Finance, and Operations teams.

Core Competencies

• Customer Success Strategy & Leadership
• Enterprise Account Management
• Customer Retention & Churn Reduction
• Customer Onboarding & Adoption
• Upselling, Cross-selling & Expansion
• Customer Experience Management
• Stakeholder & Executive Relationship Management
• Team Leadership & People Development
• Data Analytics & Customer Health Scoring
• Customer Journey Mapping
• Process Design & Continuous Improvement
• Conflict Resolution & Escalation Management
• Strategic Planning and Execution

The ideal candidate should be able to:

• Develop and execute the organization's Customer Success strategy aligned with business objectives.
• Build a proactive customer engagement model rather than relying primarily on reactive support.
• Develop executive-level relationships with key enterprise customers.
• Lead customer retention and recovery strategies for at-risk accounts.
• Partner with Sales to drive account expansion and revenue growth.
• Work with Product teams to translate customer feedback into product improvements.
• Design scalable onboarding, adoption, renewal, and customer advocacy programmes.
• Coach and develop Customer Success Managers and other customer-facing teams.
• Establish clear performance expectations, KPIs, processes, and career paths for the CS function.
• Present customer insights, risks, opportunities, and performance trends to the Executive Leadership Team.

About Company

SeamlessHR

https://seamlesshr.com/

SeamlessHR.com Limited is an equal opportunity employer and we offer employment based on merit. We do not discriminate on the grounds of age, gender, race, disability, sexual orientation, and religion/belief. Our work environment is fun, fast-paced, dynamic and collaborative with a team of passionate and talented Seamstars. We love what we do and we work hard (we also play hard) to deliver the best technology solutions to our clients. We are driven by the following core values - Excellence, Judgment, Innovation, Communication, Candour, Selflessness, Thirst, Responsibility & Initiative. If this resonates with you, join us and be a part of our journey to building a healthy unicorn.