Head of Customer Success – Director
BlastPoint
Job Level
Lead
About the role
- Shape the customer journey for North America, expanding existing relationships and ensuring world-class service delivery
- Drive Net Revenue Retention (NRR) from 0.92 to 1.1+ through strategic account growth initiatives
- Build and lead a high-performing Customer Growth team focused on renewals, upsells, win-backs, and pricing strategies
- Implement scalable playbooks, account plans, and performance metrics aligned to revenue and customer value
- Partner with Sales to ensure a seamless acquisition-to-growth journey
- Use data and customer feedback to anticipate needs, prevent churn, and guide product-market fit
- Design and implement scalable operating models for all customer functions
- Leverage analytics to track performance, improve processes, and enhance customer experience
- Create a feedback-driven culture of excellence where performance and innovation thrive
- Be a key voice in shaping company strategy and aligning customer operations with broader business goals
- Foster a high-performing, revenue-aligned team culture across all post-sales functions
- Inspire, mentor, and develop future leaders who embody a customer-first, growth-oriented mindset
Requirements
- 10+ years in senior customer operations, success, or account management roles in B2B SaaS or tech environments
- Proven record of increasing NRR, scaling customer-facing teams, and delivering commercial impact
- Deep knowledge of technical support, account growth, and customer lifecycle strategies
- Ability to lead global, cross-functional teams in high-growth, fast-paced settings
- Strong stakeholder management and executive presence; comfortable engaging at C-level
- Comfortable navigating ambiguity and moving quickly from insight to action
- Customer-centric thinking – champions customer outcomes and builds loyalty
- Commercial acumen – drives growth through insight-led decision-making and smart risk-taking
- Strategic leadership – aligns customer strategy with overall business vision
- Operational rigour – implements scalable, efficient systems to support growth
- Data-driven – uses analytics to drive decisions, spot trends, and measure success
- Change leadership – energizes teams during transformation and rapid scaling
- Collaboration & influence – partners effectively across departments and geographies
