Head of Customer Success

Head of Customer Success (Business Growth Architect Model)

Department: Customer Success / Growth Delivery

Reports To: CEO / COO / CCO

About Jenosize

Jenosize Is a Business Growth Architect & Digital Opportunity Creator. We Help Public And Private Organizations Grow Through a Combination Of

• Business Consulting & Growth Strategy
• Tech & Digital Experience (platform, product, AI, data)
• Performance Marketing (full-funnel growth)
• Experience / Event Marketing, CX & Brand Experience
• People Experience & People Transformation (HappyWork ecosystem)
  
  

We're hiring a Head of Customer Success to ensure customers achieve real outcomes across these domains—turning projects into long-term partnerships, driving retention and expansion, and creating a repeatable success system at scale.

Role Purpose

Own and lead the end-to-end Customer Success function to ensure:

• Business outcomes are achieved (growth, efficiency, adoption, experience impact)
• Customers stay and grow with Jenosize (retention, renewal, expansion)
• Jenosize operates as a true Business Growth Architect through structured success planning, governance, and value realization
• This role is a CEO-level customer operator who aligns all delivery units around customer impact.
  
  

Key Responsibilities

• Customer Success Strategy & Operating Model
• Build a scalable CS framework across lifecycle: Onboard Execute Adopt Realize Value Expand Advocate
• Define CS KPIs and dashboards: NRR, retention, expansion, delivery health, adoption, NPS/CSAT, time-to-value
• Establish playbooks, templates, QA gates, escalation process, and governance cadence (weekly/monthly/QBR)
• Customer Outcome Ownership (Business Growth Architect)
  
  

Act as the owner of customer outcomes across Jenosize offerings

• A) Business Consulting & Growth
• Ensure strategic recommendations translate into execution and measurable results
• Drive value realization tracking: growth KPIs, GTM progress, revenue/efficiency impact
• B) Tech & Digital Experience
• Ensure adoption and performance of platforms/products (web/app/CRM/CDP/AI)
• Monitor product usage, user engagement, and operational readiness post-launch
• C) Performance Marketing
• Oversee performance delivery health: funnel KPIs, creative testing cadence, ROAS/CAC efficiency
• Ensure clear reporting, insight loops, and continuous optimization
• D) Experience / Event Marketing, CX & Brand Experience
• Ensure experience programs deliver impact: attendance, engagement, brand lift, sentiment, lead impact
• Create post-event value packaging: content, community, nurture, conversion path
• E) People Experience & People Transformation
• Ensure HR/people transformation programs are adopted and sustained
• Track adoption and organizational impact (engagement, productivity, retention, HR process outcomes)
• Executive Relationship & Stakeholder Management
• Own senior relationships with enterprise and government sponsors; become a trusted advisor
• Lead QBRs/executive updates with outcome-first storytelling
• Manage risks and expectations across multiple stakeholders (client and internal)
• Cross-Functional Delivery Governance (OneJenosize)
• Align Consulting, Creative, Tech, Media, Event, and People teams toward shared customer KPIs
• Partner with PMO/Delivery to ensure milestone discipline, quality, and value realization
• Drive post-launch success and reduce handover gaps between teams
• Renewal & Expansion Engine
• Build proactive renewal motions and expansion playbooks (upsell/cross-sell triggers)
• Work with Sales/RevOps to forecast renewals, manage pipeline, and close expansions
• Increase account lifetime value via structured account plans and roadmap co-creation
• Voice of Customer & Continuous Improvement
• Create VOC system to capture insights: feedback loops, surveys, interviews, churn analysis
• Translate VOC into product/service improvements with owners and deadlines
• Establish knowledge base and enablement content to improve customer success at scale
• CS Team Leadership & Capability Building
• Build and lead CS org structure (CSMs, CS Ops, Training/Enablement, Support interface)
• Recruit, coach, and grow the team; define career paths and performance management
• Create a high-performance, customer-first culture grounded in results and relationships
  
  

Qualifications

• 10–15+ years experience in Customer Success, Account Leadership, Consulting Delivery, Program Management, or Growth roles—preferably within digital transformation / agency / SaaS / consulting environments
• Strong ability to manage enterprise customers and communicate with C-level stakeholders
• Track record in driving measurable outcomes (growth, adoption, retention, CX improvement)
• Excellent cross-functional leadership; can align multiple teams and drive accountability
• Data-driven and structured: able to define KPIs, dashboards, and operating cadence
• Strong Thai & English communication
  
  

Nice-to-Have

• Experience handling both project-based delivery and subscription/retainer models
• Knowledge of MarTech/CRM/CDP, performance marketing, CX frameworks, and change management
• Familiarity with customer success tools / CRM tools (HubSpot/Salesforce), BI dashboards
  
  

Success Metrics (Example)

• Retention / Renewal rate and NRR improvement
• Expansion revenue contribution QoQ
• Improved time-to-value and adoption metrics (platform, campaigns, transformation programs)
• Delivery health: reduced escalations, reduced rework, improved client satisfaction
• NPS/CSAT improvements and increased advocacy (case studies, referrals)
  
  

What You'll Gain

• Lead a high-impact function that defines how Jenosize scales as a Business Growth Architect
• Work directly with top enterprise and government stakeholders
• Influence service design, product roadmap, and delivery excellence across the company
• Career path toward COO / CCO / Managing Director track based on impact