Global Head of Customer Success – AI-Driven Fitness Technology

Global Head of Customer Success AI-Driven Fitness Technology

Location:
Remote

Salary: base salary

Reports to: COO

About the Company

You'll be joining one of the fastest-growing global technology businesses transforming the fitness and wellness industry through cutting-edge AI-powered SaaS software. Our platform enables health clubs gym chains and fitness operators to drive member engagement retention business growth and operational excellence through intelligent automation and data-driven insights reshaping how fitness businesses manage and scale operations internationally.

As part of an ambitious and mission-led team you'll work closely with product sales and engineering functions to elevate customer experience success outcomes and long-term value delivery at scale.

As the Global Head of Customer Success you will:

• Lead and scale the global Customer Success organisation hiring mentoring and developing a high-performing team.
• Define and execute a world-class customer success strategy that maximises retention expansion and advocacy across enterprise and mid-market segments.
• Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.

• Drive customer onboarding excellence ensuring rapid time-to-value across all new clients.
• Own global success metrics such as churn expansion revenue net retention customer health scores and customer satisfaction (NPS/CES).
• Build scalable frameworks for enablement adoption and value realisation across all key accounts.

• Collaborate with Product Sales Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.
• Be a key voice representing the customer in strategic business discussions.

• Develop and champion a customer advocacy programme including references case studies and community events.
• Act as a trusted advisor and executive sponsor for strategic clients.

You are a passionate highly experienced customer success leader with a strong background in tech / SaaS and a proven ability to scale global success functions. You bring:

• 5 years in senior customer success leadership preferably at a SaaS technology business with global customers.
• Strong operational experience building scalable processes programmes and metrics-driven teams.
• Exceptional people leader with a track record of developing and retaining high-performing teams.
• Excellent communicator and collaborator comfortable engaging with C-suite customers and internal stakeholders.
• Commercial mindset with a strong understanding of SaaS KPIs churn expansion renewal and lifetime value.

• Experience in fitness technology wellness or AI-driven SaaS environments.
• Background working with enterprise or multi-region accounts.
• Familiarity with CRM success automation analytics platforms or customer health tooling (e.g. Gainsight Salesforce Hub Spot).

• Lead a global customer success transformation within a fast-expanding AI-centric SaaS leader.
• Competitive UK salary band with performance bonus potential equity options and strong benefits.
• Opportunity to shape both strategy and execution at an executive level.
• Work with a passionate team committed to meaningful impact on fitness operators worldwide
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