Job Description
We are seeking a seasoned Customer Success Professional to lead our global customer success function and drive measurable value, adoption, and retention across an international enterprise client base.
This role is critical in shaping customer strategy, strengthening engagement, and scaling customer-facing operations.
Main Responsibilities:
* Build and maintain trusted relationships with senior customer stakeholders
* Act as a strategic advisor, ensuring customers realise value quickly and consistently
* Lead and develop a high-performing customer success organisation across consulting, support, and Microsoft platform teams
* Oversee customer onboarding, deployment services, and ongoing enablement
* Define and evolve customer success frameworks, methodologies, and service offerings
* Collaborate with product, engineering, and sales to align on customer strategy and resolve escalations
* Drive customer retention, expansion, and health through structured engagement plans
* Support partner enablement programs and best-practice implementation processes
* Provide structured insights and reporting for leadership reviews and customer forums
* Champion continuous improvement across customer operations and internal workflows
Requirements
To succeed in this role, you will require:
Main Qualifications:
* 10+ years' experience in project management, consultancy, or software solution delivery
* Proven success working with SaaS, software products, or Microsoft ecosystem solutions
* Strong commercial acumen with exposure to sales, account expansion, or partner strategies
* Demonstrated experience leading cross-functional or customer-facing teams
* Excellent communication and stakeholder engagement skills
* Ability to operate effectively in evolving, fast-moving, or ambiguous environments
* Project management or Microsoft-related certifications are an advantage