Global Head of Customer Success – AI-Driven Fitness Technology
Location: Remote
Salary: £75,000 – £90,000 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:
Strategic Leadership
- 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.
Customer Lifecycle Ownership
- 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.
Cross-Functional Influence
- 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.
Thought Leadership & Advocacy
- 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.
Who You Are
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:
Essential Skills & Experience
- 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.
Nice to Have
- 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, HubSpot).
Why Join
- 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.