Global Head of Customer Success

Global Head of Customer Success Global B2B Data & Intelligence Software Business | PE-Backed | £££ Package Location: London / Hybrid Reporting to: Chief Commercial Officer / Executive Leadership Team Scope: Global Customer Success Organisation The Opportunity We are partnering with a global B2B data and intelligence software business with approximately $70m in ARR, backed by a leading private equity investor and operating across multiple specialist product divisions. The business provides mission-critical intelligence and data solutions to enterprise customers across financial services, professional services, corporations and other institutional markets. Following a period of significant growth and portfolio development, the organisation is entering an important phase of evolution, with a clear focus on strengthening its customer experience, improving retention and expansion, and building a more scalable global Customer Success function. We are looking for an experienced Global Head of Customer Success to lead this transformation. The Role This is a high-impact leadership opportunity for an established Customer Success executive who has successfully scaled and professionalised a global CS organisation within a complex B2B SaaS, data or information services environment. You will take ownership of the global Customer Success strategy, driving a more consistent, commercially focused and customer-centric operating model. The successful candidate will be comfortable operating in a PE-backed environment and will have experience navigating the challenges of scaling a business through significant growth. Key Responsibilities

• Lead and develop the global Customer Success organisation across multiple product lines and geographies.
• Define and implement a scalable, high-performing Customer Success strategy.
• Improve onboarding, customer engagement, retention and expansion.
• Establish consistent processes, operating rhythms and performance metrics.
• Build stronger feedback loops between customers, Customer Success, Product and Commercial teams.
• Develop and mentor a high-performing global leadership team.
• Drive greater commercial accountability across renewals, retention and expansion.
• Partner with the executive leadership team to support the company's broader growth strategy.
• Introduce best practices, operational rigour and a more proactive approach to customer management. About You We are looking for a commercially minded Customer Success leader who has:
• Led a global Customer Success organisation within a B2B SaaS, data or information services business.
• Experience scaling a CS function through a significant growth journey, ideally from approximately $50m to $100m+ ARR.
• A proven track record of improving customer retention, onboarding and expansion.
• Experience building and implementing scalable CS processes and operating models.
• Strong leadership experience managing senior CS teams across multiple regions.
• The ability to operate effectively within a PE-backed or high-growth environment.
• Experience working with enterprise customers and complex, subscription-based products.
• A hands-on, transformational leadership approach, with the ability to combine strategic thinking and operational execution. Why Join?
• Significant global remit: Lead Customer Success across an established international organisation.
• Transformation opportunity: Shape and professionalise the CS function during a critical stage of growth.
• Executive visibility: Work closely with senior leadership and influence the wider commercial strategy.
• PE-backed environment: Play a key role in delivering the next phase of organisational and commercial development.
• Career impact: Build a scalable, high-performing Customer Success organisation with global reach. Interested? This is an opportunity to join a well-established global data and intelligence business and play a defining role in its next phase of growth. Please note that the bonus entitlement for this position is 100% of base salary. Apply now for a confidential discussion.