Head of Customer Success

ABOUT EDGETIER At EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise. Our award-winning technology enables some of the world’s most innovative companies to deliver exceptional customer service while gaining deeper insights into their customers. We’re on a mission to revolutionise customer service by embedding AI into every interaction, creating seamless and impactful experiences. Our cutting-edge solutions help high-volume B2C brands transform customer experiences by analysing and optimising every touchpoint. This is an incredible opportunity, and we’d love for you to join us on this journey! ABOUT THE ROLE As Head of Customer Success, you'll own gross revenue retention and lead our entire post-sale organisation: Customer Success, Support, Onboarding, and Renewals. Your job is to make sure every customer realises the value of EdgeTier. Reporting into the CEO and sitting alongside our commercial and product leaders, you will help to shape the strategy of the company. This role operates on a hybrid basis. WHAT YOU'LL DO This is a building role. You'll take a function that already works well and turn it into a predictable, best-in-class CS team. This role will see you: - Own and evolve post-sale strategy, and report on customer health to the CEO and board. - Structure, hire, and coach the team; with clear career paths and sensible spans of control as we grow. - Drive adoption and measurable value realisation, and own health scoring and at-risk intervention. - Run value reviews and QBRs that make our insight tangible and defensible to enterprise stakeholders. - Review, adjust and monitor the incentivisation plan for the Customer Success team. You'll be creating and reporting on KPIs of the team. - Own support quality, SLAs and escalation paths. - Define and govern the handoff between Customer Success and Support. - Own onboarding and implementation, with discovery-led setup fitted to each customer. It's the single best predictor of renewal. - Own NRR and GRR, and build renewal and expansion playbooks. - Partner with Sales on handoff, upsell and cross-sell. - Own the structured feedback loop into Product. - Work closely with Sales on handoff, RevOps and Data on instrumentation, and Marketing on advocacy and references. WHO YOU ARE - You've scaled a B2B SaaS Customer Success or post-sale function through the €5M–€25M stage, growing both customers and headcount. That's second-stage scaling: not a pure zero-to-one build, and not a large company already at scale. - You've owned NRR and GRR directly in your previous role. - You've led at least two post-sale pillars (for example CS and Support, or CS and Onboarding) and you're ready to own all four. - You've built operating models: segmentation, health scoring, playbooks and CS tooling. - You're technically and analytically credible with a product whose value is abstract. You can run discovery and frame value for enterprise stakeholders. - You've hired, coached and structured teams, and you lead through others while staying close to customers. WHAT WOULD MAKE YOU STAND OUT - Experience selling to products in the domain of data, analytics or AI, or close to contact centres and CX. - Domain knowledge in contact centres, CX or conversational AI. EDGETIER COMPANY VALUES At EdgeTier, we’re passionate about building a team of high performers who believe in our mission. Guided by our four core values, we ensure these principles shape everything we do, including how we grow our team. 1. Be Accountable Take ownership of your work and do it with integrity and to the best of your ability. Be honest about the challenges faced and tackle them head-on. Whether we win or lose, we learn and grow as a team. 2. Deliver Value to Customers We focus on delivering real value to our customers. Our products are built to help them succeed, and we work to ensure it does. Solving problems and making things easier for our customers is at the core of everything we do. 3. Keep Growing We’re always learning and improving, whether it’s getting better at what we do, learning something new, or making our products even better, we’re always pushing ourselves to embrace the challenge and get out of our comfort zone. 4. Have Craic & Be Sound We’re passionate about what we do, but we also know how to have the craic (fun!). Being sound means respecting each other and creating a space where everyone can be themselves and enjoy coming to work. WHY YOU SHOULD JOIN US - Be part of an Irish company that's innovating and revolutionising the customer service industry globally! - We're humble, but have won lots of awards. #11 in Deloitte's Technology Fast 50, Sifted Europe's Fastest-Growing Startups, Wired Europe's Hottest Startups, Technology Innovation of the Year, + many more! - Everyone at EdgeTier shares in the success. We offer generous share options, and a bonus structure to round out each compensation package. - Keep Growing budget of €2,000 annually to spend on your professional growth and learning. - Work with cutting-edge technology; we provide our people with access to premium LMM/AI models to automate the busywork that gets in the way of success. - Enjoy your time outside of work with 23 days of annual leave in addition to annual company shut-down days, a fully paid sabbatical after 4 years of service, and increasing leave entitlements with continued tenure. - We invest in your health & wellbeing with health insurance, a bike-to-work scheme, and future security with a company-matched pension plan (for Ireland-based employees). - We mean business when it comes to having the craic. Join us for our legendary company get-togethers and off-sites! EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long-lasting connections. We take great pride in being an Equal Employment Opportunity employer at EdgeTier. We are committed to a discrimination-free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. Thinking of using AI as a part of your job application? Please read our AI recruitment policy before you do. https://www.edgetier.com/legal-page/how-to-use-ai-responsibly-in-your-edgetier-job-application/ Agencies: Please note that we have an internal sourcing model, and do not require agency assistance. Unsolicited CVs will not be accepted.