Head of Customer Success

Salary Competitive

TwentyThree is looking for a strategic and results oriented Head of Customer Success to add to our Commercial Team. 


As the Head of Customer Success, you will be responsible for developing strategy, frameworks, driving operational improvements and working across the business and with different stakeholders. 


You will be responsible for the leadership of customer success on both the enterprise and the growth team, including leading a small team of highly skilled CSM’s, and working closely with the head of those business units. 


You will guide the team on success planning, adoption strategies, satisfaction level, and onboarding, creating best practices and scalable processes. You will work closely with the team and other internal stakeholders, including AE’s, to drive renewal and expansion opportunities to achieve best-in-class net retention targets.


What You’ll Do:

  • Manage and grow out a team of highly-experienced Enterprise Customer Success Managers and SMB Customer Managers. 

  • Own our customer success strategy, including programs, playbooks, and retention plans that nurture and expand relationships with end-users, improve customer health, drive effective onboardings, minimize churn and grow accounts. 

  • Manage a small portfolio of accounts yourself across both enterprise and SMB. 

  • Serve as the voice of the customer to our Product and Engineering teams.

  • Utilize data to build and strategize the way forward for the customer success area. 

    About you:

  • +5 years of Customer Success experience with 3+ years of experience leading and managing a high performing team, at a SaaS company.

  • Experience with enterprise customer success management is a must-have. 

  • Proven record of meeting or exceeding customer renewal and retention goals in a high growth setting.

  • A strong focus on being a hands-on mentor, coach, and manager to the team

  • Deep experience in developing scalable programs that drive success, including significantly increasing adoption, account growth, and retention. 

  • Strong communication skills, written, presentation, and verbal formats. 

  • Used to use data in decision-making. 

  • Fluency in English. 

Perks and benefits

This job comes with several perks and benefits

Free lunch
Free lunch

Enjoy a free catered lunch with your colleagues, every day.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Free friday beers
Free friday beers

Friday is something special, let's enjoy a beer together.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

Working at

At TwentyThree we enable organisations to relate and communicate to the world with video. We power organisations’ efforts with video with our video marketing products. As a video company, our vision is that video is transforming everything: most fundamentally, how we communicate as humans in a digital world. It requires us to switch to a video-first strategy, rethink our formats and change to the best marketing tool to support that strategy. At TwentyThree, we believe in a world where every company controls their content and platforms, own your relationship to your users and create a meaningful social contract on exchange of data and value according to your principles. We’ve been on this journey since 2006. Working with our customers to design, develop and deliver the best tools on the market. Because we need more human communication in this digital world.

Read more about TwentyThree

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