Head of Customer Success

The Head of Customer Success leads Phocas' global CS organization across the UK, Australia, and the US. This is a senior leadership role with full ownership of Gross Revenue Retention (GRR) and Customer Success Qualified Leads (CSQLs) at a global level — building a talent-dense team that operates with a consistent, proactive methodology to identify risk early, deepen customer value, and create the conditions for customers to advocate for and refer Phocas.

This is an ideal opportunity for a customer success leader who combines strategic vision with operational rigor: someone who can design and embed scalable CS methodologies, develop future leaders, and build the cross-functional trust needed to make retention a company-wide priority.

Phocas' growth model depends on a healthy, retained customer base. As we expand globally, the complexity of managing customer outcomes across multiple regions, products, and segments increases — and the cost of preventable churn grows with it.

This role is Phocas' primary owner of retention outcomes globally. It sits at the intersection of customer relationships, commercial strategy, and operational excellence — partnering with Sales, Professional Services, Support, and Product to ensure every customer achieves measurable value and every renewal is earned, not assumed.

Why This Role Matters

•       Gross Revenue Retention: Primary financial owner of GRR globally — driving churn reduction, downgrade prevention, and credit risk management across UK, AUS, and US.

•       Customer Success Qualified Leads: Builds a team culture that creates genuine customer advocates and surfaces referrals and expansion opportunities from within the existing base.

•       Adoption & Time-to-Value: Ensures customers achieve measurable outcomes from Phocas through structured onboarding, ongoing enablement, and deep product adoption across the portfolio.

•       Customer Health Infrastructure: Owns the global health scoring framework and drives automated workflows that enable proactive risk identification and timely, structured intervention.

•       Global CS Methodology: Designs and embeds a consistent, scalable CS operating model — covering success planning, health reviews, risk management, and CSQL identification — across all three regions.

This role leads a global Customer Success organization with CS Leads in the UK, Australia, and the US as direct reports, and partners closely with Sales & Account Management, Professional Services & Activations, Customer Support, Product, RevOps, Finance, and People & Culture.

What You Will Be Responsible For

•       Develop a bench of strong CS leaders who can coach their teams on risk management, relationship-building, customer value delivery, and disciplined operating rhythms.

•       Build and embed a globally consistent CS methodology — covering customer onboarding handovers, success planning, health reviews, risk management, and CSQL identification — applied consistently across UK, AUS, and US.

•       Partner with Professional Services and Activations to ensure strong handovers from implementation, with clear definitions of a "successful handover" and shared accountability for early adoption outcomes.

•       Partner with Sales and Account Management to maintain an accurate global retention forecast, align on renewal strategy, and support at-risk accounts.

•       Own the global CSQL process — define qualification criteria, ensure the team understands and executes consistently, and track contribution to pipeline.

•       Ensure CRM health and data accuracy across the CS portfolio — account health scores, sentiment, engagement notes, success plans, and risk flags are up to date and actionable.

•       Meet regularly with Product and Solutions to share structured customer feedback, surface patterns in churn signals, and advocate for product improvements that drive retention.

•       Implement AI tools, automation, and CS platform improvements to reduce manual effort and increase the quality and frequency of customer engagement.

•       Be personally visible with Major tier and high-risk customers, supporting the team in navigating complex or escalated situations.

•       Monitor and report on portfolio performance — GRR, CSQL pipeline, health scores, churn trends, NPS/CSAT — providing clear visibility and insight to leadership.

Who We Are Looking For

•       Proven ability to lead global Customer Success organizations, with a strong track record of driving GRR and building proactive, retention-focused cultures.

•       Able to design and operationalize scalable CS methodologies — success planning, health scoring, risk management, and customer review frameworks — across multiple regions.

•       Deep understanding of how adoption, engagement quality, and customer relationships drive long-term retention.

•       Builds high-performing, talent-dense teams — develops future leaders, sets clear expectations, and maintains strong accountability.

•       Able to align Sales, PS, Support, and Product around shared customer outcomes and operate effectively as a cross-functional partner.

•       Uses metrics and reporting to drive clarity, prioritize team effort, and tell a clear story to leadership.

•       Comfortable implementing AI tools, automation, and modern CS platforms to improve team efficiency and engagement quality.

Benefits

•       Health Care Plan (Medical, Dental & Vision)

•       Retirement Plan (401k, IRA)

•       Life Insurance (Basic, Voluntary & AD&D)

•       Paid Time Off (Vacation, Sick & Public Holidays)

•       Family Leave (Maternity, Paternity)

•       Short Term & Long Term Disability

•       Training & Development

•       Work From Home

•       Wellness Resources

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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