Our client is an award-winning PropTech software vendor delivering building management, sustainability analytics, and job-site productivity tools for commercial real estate developers and Tier-1 contractors. Following 80% year-on-year ARR growth, they are looking for a Head of Customer Success to scale their post-sales organization across Europe.
Position Overview
Reporting into the Chief Operating Officer, you will lead a team of 12 Customer Success Managers and Onboarding Specialists. You will be accountable for gross retention, net revenue retention (NRR), customer health scoring, and driving adoption across enterprise construction accounts.
Key Responsibilities:
- Own customer retention and adoption strategies across a multi-million-euro portfolio.
- Build scalable onboarding and implementation workflows for enterprise site-management platforms.
- Manage, mentor, and grow a high-performing team of CSMs and Implementation Specialists.
- Establish key customer success metrics (CSAT, NPS, Time-to-Value, Churn Rate).
- Partner with Sales to identify account expansion, cross-sell, and up-sell opportunities.
Key Requirements:
- 6+ years in Customer Success leadership within B2B SaaS.
- Background in PropTech, Construction Tech, Supply Chain, or Industrial IoT software is highly advantageous.
- Track record of maintaining Net Revenue Retention (NRR) above 115%.
- Experience deploying enterprise CS frameworks using tools such as Gainsight, ChurnZero, or Totango.
- Strong leadership skills with a metric-driven, empathetic management style.
Benefits & Perks:
- Competitive performance bonus based on NRR and expansion targets.
- Hybrid working model (Dublin city centre office).
- Pension contributions matched up to 7%.
- Continuous professional development budget (€2,500/yr per employee).
This role is proudly brought to you by IN2-SaaS Recruitment, your trusted headhunters in the SaaS world.
Shazamme