About the role
EdgeTier is a company that specializes in integrating AI and automation into customer service, helping high-volume B2C brands improve their customer interactions. The Head of Customer Success will oversee the post-sale functions, including onboarding, support, renewals, and customer retention strategies. This role involves shaping the customer success approach, leading a team, and ensuring clients realize the value of EdgeTier’s solutions.
The person in this role will be responsible for developing and executing strategies to improve customer health, retention, and expansion. They will manage team hiring, coaching, and structure, while also working closely with sales, product, and marketing teams. The role requires a focus on measurable outcomes like NRR and GRR, and involves regular customer reviews and feedback loops to enhance the product and service quality.
This position is based in Dublin, operates on a hybrid work model, and is a full-time contract role. Candidates should have experience scaling B2B SaaS customer success teams, owning key metrics like NRR and GRR, and leading multiple post-sale functions. The role emphasizes leadership, strategic planning, and close customer engagement, with a preference for those familiar with AI, analytics, or contact center domains.