Interim Head of Customer Success

Interim Head of Customer Success 

Reports to: VP of Customer 

Line Manages: Customer Success Leads, CSMs, Tech touch CSM and Migrations CAE

Works with: Client Team, Sales Team, wider Artlogic team

Location: London 

Term: Interim (15 months) 

About us

Artlogic is a leading technology platform for the art world. Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses. The company’s integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.

In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach. Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town.

Today, Artlogic is entering an exciting new chapter through its merger with ArtCloud, another industry leader in art technology. Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world. This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide.

Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.

About the role

Leading a newly formed Customer Success team  (High, Medium, Low and Tech Touch Customer Success, alongside Migrations and two Team Leads)  you will provide clarity, consistency and direction during a period of change. You will coach and develop leaders, strengthen collaboration across the team and ensure our people are equipped to deliver exceptional customer outcomes.

Working closely with the VP of Customers and wider leadership team, you will assess the current Customer Success function and implement practical improvements across people, processes, customer journeys, tooling and performance. With responsibility spanning Artlogic and ArtCloud, you will help create greater alignment across products and teams while strengthening customer adoption, retention and expansion.

As an interim transformation role, the focus is on delivering meaningful change and leaving the function stronger than you found it. Success will mean a capable leadership team, embedded and scalable ways of working, greater operational maturity and a stable, high-performing Customer Success organisation positioned to support Artlogic’s continued growth.

Key Responsibilities 

Leading Customer Success 

• Lead the Customer Success function through transformation, establishing clear priorities, ownership, responsibilities and ways of working.
• Assess and continuously improve the operating model, customer journeys, processes, playbooks and tooling to drive consistency, efficiency and customer outcomes.
• Establish clear operating rhythms, KPIs, governance and reporting across customer health, adoption, retention, expansion, operational performance and business risk.
• Use customer and operational data to identify trends, proactively manage risk and opportunities, and inform business decision-making.
• Partner across Sales, Product, Support, Migrations and Engineering to align Customer Success with wider business priorities, strengthen the customer experience and ensure the function is scalable for future growth.