Head of Customer Success
On-site · Madrid, Madrid, Spain
Job Summary
Leadership role responsible for defining and scaling the global Customer Success model for HSS, driving post-go-live value realization, adoption programs, and renewal governance. Collaborates with Delivery, Support, GTM Practices, and Product to establish structured health metrics, risk management, and proactive engagement to improve client experience, reduce escalations, and protect renewal/expansion opportunities. Focuses on building CS capabilities across RBUs, standardizing templates and governance, and delivering measurable outcomes through health scoring, executive sponsorship, and renewal readiness while capturing product feedback to drive improvements across the delivery lifecycle.
Required Qualifications
- Bachelor’s degree required
- Advanced degree preferred
- 8+ years in Customer Success, account management, service delivery, or consulting roles with strong client-facing leadership
- Proven experience establishing customer success frameworks (health scoring, value realisation, renewal governance)
- Strong stakeholder management and ability to operate across Delivery, Support, GTM, and Product organisations
- Data-driven approach to measuring outcomes and operationalising customer feedback
Desired Qualifications
- Bachelor’s degree required
- Advanced degree preferred
- 8+ years in Customer Success, account management, service delivery, or consulting roles with strong client-facing leadership
- Proven experience establishing customer success frameworks (health scoring, value realisation, renewal governance)
- Strong stakeholder management and ability to operate across Delivery, Support, GTM, and Product organisations
- Data-driven approach to measuring outcomes and operationalising customer feedback
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