Head of Global Enterprise Customer Success

Responsibilities

• Own customer outcomes across the largest enterprise accounts, including deployments, executive engagement, product adoption, retention, and expansion.
• Build trusted relationships with CIOs, CTOs, COOs, Chief Digital Officers, commercial leaders, and other senior executives at global hotel brands.
• Serve as executive sponsor for strategic customers by managing relationships, mitigating risk, resolving escalations, and driving long-term partnerships.
• Lead, coach, and develop Enterprise Customer Success Managers and Enterprise Implementation Managers.
• Partner with Enterprise Sales on transitions from sales through implementation and support long-term account growth.
• Develop strategic account plans aligned with customer objectives and the product roadmap; identify expansion opportunities across brands, portfolios, and products.
• Collaborate with Product, Engineering, Support, Marketing, and Revenue Operations to advocate for enterprise customers and improve customer experience.
• Establish scalable processes, governance, and best practices for complex global implementations.
• Define and monitor metrics for implementation, adoption, customer health, retention, expansion, executive engagement, and customer satisfaction.
• Stay current on hospitality technology trends and enterprise customer success practices.

Requirements

• 10+ years of experience in Customer Success, Strategic Account Management, Professional Services, or a related enterprise customer-facing role within B2B SaaS.
• 5+ years of experience building, managing, and developing high-performing customer-facing teams.
• Experience owning executive relationships for Fortune 500 or other large enterprise customers with complex organizational structures.
• Demonstrated success building relationships with C-suite executives and senior business leaders.
• Track record leading complex, multi-product enterprise software deployments through implementation and long-term customer success.
• Proven ability to improve customer adoption, retention, expansion, and overall customer health.
• Strong executive presence and exceptional communication, presentation, negotiation, and stakeholder management skills.
• Experience partnering cross-functionally with Sales, Product, Engineering, Support, Marketing, and Operations.
• Analytical mindset with experience using customer health metrics, business data, and operational insights for strategic decision-making.

Nice to Have

• Experience in hospitality technology, enterprise SaaS, fintech, or another complex B2B software environment.

Compensation

• Target cash compensation: $201,000-$259,000, including fixed annual salary and a performance-based bonus paid quarterly.
• Stock option grant, subject to board approval.