Head of Customer Success
Corlytics
8 days ago
Full-time
Remote friendly (Ireland)
Ireland
Head of Customer Success
Corlytics provides smart regulatory compliance and risk solutions to the Financial Services industry to help them track, monitor, and manage complex risks related to regulatory activities worldwide. The tools and underlying platform are built by multi-disciplinary teams including legal, banking, and technology specialists. The Company is growing rapidly and is undertaking enterprise deployments at global scale.
About the role
We are seeking an experienced and strategic Head of Customer Success to lead our global Customer Success function and drive client retention, value realisation, and growth for Corlytics.
Reporting to the COO and working closely with the senior leadership team, you will own the end-to-end Customer Success strategy across our global client base. You will lead a team responsible for managing large, complex accounts and ensuring clients achieve measurable outcomes from their investment in Corlytics solutions.
As Head of Customer Success, you will be accountable for retention, renewals, and adoption, while acting as a senior voice of the customer internally. You will bring strong leadership, commercial acumen, and a client-first mindset, with the ability to influence across Product, Sales, Professional Services, and Support teams.
This role requires extensive cross-functional collaboration, strong influencing skills, and a strategic mindset. You will play a key role in scaling the Customer Success function and embedding a consistent, high-quality client experience globally. · Bachelor's degree
· 10+ years of experience in financial services and technology, with significant leadership experience in Customer Success or account management
· Proven track record in owning retention, renewals, and expansion revenue in enterprise environments
· Strong understanding of cloud computing technologies, and enterprise SaaS delivery models.
· Demonstrated experience building and leading high-performing teams, with a focus on driving employee engagement and retention (e.g. improving eNPS)
· Strong commercial acumen with experience managing large, complex client relationships
· Proven ability to manage multiple priorities and deliver measurable outcomes
About you:
· A strategic, client-first leader who champions customer outcomes and embeds long-term value realisation across the full customer lifecycle
· A strong people leader with a track record of building, scaling, and developing high-performing Customer Success teams, with a focus on engagement and retention (e.g. improving eNPS)
· Highly collaborative, with the ability to align cross-functional teams (Product, Professional Services, Support) around a unified customer strategy and measurable outcomes
· Comfortable operating in a fast-paced, high-growth SaaS environment, bringing structure, prioritisation, and clarity amidst change
· Commercially astute and results-driven, with a proven focus on driving retention and expansion (NRR), while improving customer satisfaction (CSAT) through consistent, high-quality engagement
· Data-driven in decision-making, using leading and lagging indicators (eNPS, CSAT, NRR) to continuously optimise performance and customer outcomes
· Forward-looking, with experience embedding AI and automation into Customer Success workflows to improve scalability, insight generation, and proactive customer engagement
If this sounds like you, we’d love to hear from you!
Customer Success Strategy & Leadership
· Define and execute the global Customer Success strategy aligned to company growth and retention objectives
· Build, lead, and develop a high-performing distributed Customer Success team
· Embed a structured coaching model and performance management discipline to continuously elevate team capability, client engagement quality, through systematic capability development aligned to best practices.
· Establish clear KPIs (e.g. GRR, client health, adoption) and drive performance against targets
· Provide leadership and direction to ensure consistent, scalable delivery of Customer Success across all client segments
Client Value Realisation & Retention
· Own end-to-end client outcomes, ensuring successful adoption and ongoing utilisation of the Corlytics platform
· Lead the global retention and renewal strategy for key accounts
· Support and lead complex renewal and commercial negotiations
· Develo
About the role
We are seeking an experienced and strategic Head of Customer Success to lead our global Customer Success function and drive client retention, value realisation, and growth for Corlytics.
Reporting to the COO and working closely with the senior leadership team, you will own the end-to-end Customer Success strategy across our global client base. You will lead a team responsible for managing large, complex accounts and ensuring clients achieve measurable outcomes from their investment in Corlytics solutions.
As Head of Customer Success, you will be accountable for retention, renewals, and adoption, while acting as a senior voice of the customer internally. You will bring strong leadership, commercial acumen, and a client-first mindset, with the ability to influence across Product, Sales, Professional Services, and Support teams.
This role requires extensive cross-functional collaboration, strong influencing skills, and a strategic mindset. You will play a key role in scaling the Customer Success function and embedding a consistent, high-quality client experience globally. · Bachelor's degree
· 10+ years of experience in financial services and technology, with significant leadership experience in Customer Success or account management
· Proven track record in owning retention, renewals, and expansion revenue in enterprise environments
· Strong understanding of cloud computing technologies, and enterprise SaaS delivery models.
· Demonstrated experience building and leading high-performing teams, with a focus on driving employee engagement and retention (e.g. improving eNPS)
· Strong commercial acumen with experience managing large, complex client relationships
· Proven ability to manage multiple priorities and deliver measurable outcomes
About you:
· A strategic, client-first leader who champions customer outcomes and embeds long-term value realisation across the full customer lifecycle
· A strong people leader with a track record of building, scaling, and developing high-performing Customer Success teams, with a focus on engagement and retention (e.g. improving eNPS)
· Highly collaborative, with the ability to align cross-functional teams (Product, Professional Services, Support) around a unified customer strategy and measurable outcomes
· Comfortable operating in a fast-paced, high-growth SaaS environment, bringing structure, prioritisation, and clarity amidst change
· Commercially astute and results-driven, with a proven focus on driving retention and expansion (NRR), while improving customer satisfaction (CSAT) through consistent, high-quality engagement
· Data-driven in decision-making, using leading and lagging indicators (eNPS, CSAT, NRR) to continuously optimise performance and customer outcomes
· Forward-looking, with experience embedding AI and automation into Customer Success workflows to improve scalability, insight generation, and proactive customer engagement
If this sounds like you, we’d love to hear from you!
Customer Success Strategy & Leadership
· Define and execute the global Customer Success strategy aligned to company growth and retention objectives
· Build, lead, and develop a high-performing distributed Customer Success team
· Embed a structured coaching model and performance management discipline to continuously elevate team capability, client engagement quality, through systematic capability development aligned to best practices.
· Establish clear KPIs (e.g. GRR, client health, adoption) and drive performance against targets
· Provide leadership and direction to ensure consistent, scalable delivery of Customer Success across all client segments
Client Value Realisation & Retention
· Own end-to-end client outcomes, ensuring successful adoption and ongoing utilisation of the Corlytics platform
· Lead the global retention and renewal strategy for key accounts
· Support and lead complex renewal and commercial negotiations
· Develo