Head of Customer Success

Requirements

• 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment
• Experience leading or mentoring teams and developing high performing individuals
• Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion
• Experience working with complex customers and navigating multi stakeholder environments
• Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes
• Ability to operate at both strategic and execution levels by setting direction while also engaging in the details when needed
• Strong communication and stakeholder management skills
• A pragmatic and low ego leadership style that values clarity, trust, and accountability
• Curiosity and a genuine interest in understanding how customers operate and how technology can improve their businesses
• Comfort working in fast moving environments where priorities evolve and collaboration across teams is essential
• Experience leveraging a modern CS tech stack to automate customer health tracking, manage task workflows, and provide clear visibility into the customer lifecycle
• A collaborative mindset to partner with Marketing on customer advocacy initiatives, such as developing case studies, testimonials, and referral programs that highlight Planday’s impact

What the job involves

• As a Customer Success Leader, you will lead a team of Customer Success Managers responsible for helping customers realise meaningful value from Planday
• This role exists to ensure our customers succeed at scale. You will guide your team to build strong customer partnerships, drive product adoption, and create the conditions for long-term retention and growth
• You will combine people leadership with strategic customer ownership, helping your team operate with clarity, discipline, and strong commercial instincts
• By building strong account strategies, coaching your team through complex customer situations, and partnering closely with Sales, Product, and Customer Experience teams
• You will help ensure Planday becomes a trusted partner in our customers’ success
• Your work will strengthen how we manage the post-sale customer lifecycle, turning customer success into a predictable and scalable driver of retention, advocacy, and growth
• Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes
• Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value
• Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results
• Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses
• Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities
• Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability
• Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes
• Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success
• Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution
• Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed
• Success looks like:
• Strong retention and expansion performance across the team’s customer portfolio
• Customers who clearly understand the value they receive from Planday and how to increase that value over time
• A Customer Success team that operates with clear account strategies and disciplined execution
• Early identification and effective management of customer risk
• Executive stakeholders who view Planday as a trusted partner
• Customer insight that meaningfully informs product decisions and commercial strategy
• A team culture built on ownership, collaboration, and continuous improvement

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