About EdgeTier

At EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise. Our award-winning technology enables some of the world’s most innovative companies to deliver exceptional customer service while gaining deeper insights into their customers.

We’re on a mission to revolutionise customer service by embedding AI into every interaction, creating seamless and impactful experiences. Our cutting-edge solutions help high-volume B2C brands transform customer experiences by analysing and optimising every touchpoint.

This is an incredible opportunity, and we’d love for you to join us on this journey!

About the role

As Head of Customer Success, you'll own gross revenue retention and lead our entire post-sale organisation: Customer Success, Support, Onboarding, and Renewals. Your job is to make sure every customer realises the value of EdgeTier.

Reporting into the CEO and sitting alongside our commercial and product leaders, you will help to shape the strategy of the company.

This role operates on a hybrid basis.

What you'll do

This is a building role. You'll take a function that already works well and turn it into a predictable, best-in-class CS team. This role will see you:

• Own and evolve post-sale strategy, and report on customer health to the CEO and board.

• Structure, hire, and coach the team; with clear career paths and sensible spans of control as we grow.

• Drive adoption and measurable value realisation, and own health scoring and at-risk intervention.

• Run value reviews and QBRs that make our insight tangible and defensible to enterprise stakeholders.

• Review, adjust and monitor the incentivisation plan for the Customer Success team. You'll be creating and reporting on KPIs of the team.

• Own support quality, SLAs and escalation paths.

• Define and govern the handoff between Customer Success and Support.

• Own onboarding and implementation, with discovery-led setup fitted to each customer. It's the single best predictor of renewal.

• Own NRR and GRR, and build renewal and expansion playbooks.

• Partner with Sales on handoff, upsell and cross-sell.

• Own the structured feedback loop into Product.

• Work closely with Sales on handoff, RevOps and Data on instrumentation, and Marketing on advocacy and references.

Who you are

• You've scaled a B2B SaaS Customer Success or post-sale function through the €5M–€25M stage, growing both customers and headcount. That's second-stage scaling: not a pure zero-to-one build, and not a large company already at scale.

• You've owned NRR and GRR directly in your previous role.

• You've led at least two post-sale pillars (for example CS and Support, or CS and Onboarding) and you're ready to own all four.

• You've built operating models: segmentation, health scoring, playbooks and CS tooling.

• You're technically and analytically credible with a product whose value is abstract. You can run discovery and frame value for enterprise stakeholders.

• You've hired, coached and structured teams, and you lead through others while staying close to customers.

What would make you stand out

• Experience selling to products in the domain of data, analytics or AI, or close to contact centres and CX.