Head of Customer Success

Head of Customer Success Job Description Template

Our company is looking for a Head of Customer Success to join our team.


  • Lead client engagement with key stakeholders;
  • Occasional evening and weekend on-site event/rep management may be required;
  • Work closely with the Venue and Accounts Lead on all contract re-negotiation;
  • Devise and deliver strategic frameworks for account management processes;
  • Strategically add value to key clients by offering added value, whilst enabling the client to realize ROI;
  • Develop the key relationships within the client, ensuring the customer is maximizing their utilisation of product and services that are provided;
  • To be fully accountable for the day-to-day management of the IT Manages Services delivered into key accounts;
  • Work closely with product and proposition teams to develop new solutions and services;
  • Lead and train staff on existing and new account management procedures;
  • Utilise knowledge of the DICE platform and industry best practices to provide superb consultative support;
  • Work cross-functionally with our Music, Marketing, Event, and Partner services teams to drive strategic growth;
  • Grow managed service revenue through new and existing channels;
  • Build and maintain valued relationships with our partners to drive partner revenue and ensure retention;
  • Lead and develop key service clients;
  • Be the primary point of contact and escalation for all Account Managers.


  • A passion for building valued relationships with partners and managing the financial impact that customers make to the overall organisation;
  • Industry experience as an account manager, driving customer retention and fostering meaningful customer relationships;
  • Experience of managing and leading a team to deliver to targets and drive YoY revenue growth;
  • Proven leadership and customer relationship skills;
  • Excellent communication skills, great attention to detail, and a resourceful attitude;
  • Global experience would be desirable, but not essential;
  • Strong organisational skills and superb capabilities with managing multiple high priority projects simultaneously and successfully;
  • An analytical and results-focused mindset;
  • Confident in pitching and negotiation.