Love Recruitment Ltd

Customer Success Manager

• Lead and scale the global Customer Success organisation — hiring, mentoring, and developing a high-performing team.
• Define and execute a world-class customer success strategy that maximises retention, expansion, and advocacy across enterprise and mid-market segments.
• Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.
• Drive customer onboarding excellence, ensuring rapid time-to-value across all new clients.
• Own global success metrics such as churn, expansion revenue, net retention, customer health scores and customer satisfaction (NPS/CES).
• Build scalable frameworks for enablement, adoption, and value realisation across all key accounts.
• Collaborate with Product, Sales, Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.
• Develop and champion a customer advocacy programme — including references, case studies, and community events.
• Act as a trusted advisor and executive sponsor for strategic clients.

Global Head of Customer Success