Global Head of Customer Success

ASSAIA RESTAURANT

. Lead, coach and develop the global Customer Success team .

Posted 10/26/2026full-timeRemote • United StatesLead💰 $130,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing global Customer Success teams, with a strong focus on customer operations, adoption strategies, and performance metrics. Capable of building relationships across diverse cultural backgrounds and managing complex stakeholder engagements in the aviation sector.

Highest-signal resume keywords

Customer Success LeadershipAviation Sector ExperienceAnalytical SkillsBusiness Case DevelopmentChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI DefinitionAccount ManagementOperational LeadershipData AnalysisCustomer OnboardingConfiguration WorkshopsSuccess PlansMetrics ReportingContract RenewalsPre-Sales Support

Soft Skills

CoachingRelationship BuildingCultural AwarenessProactive Problem SolvingIndependent Work

Industry Keywords

B2B SoftwareGround OperationsAPOCOCCMatrix OrganizationsInternational TravelCustomer FeedbackStakeholder EngagementRemote Team ManagementCommercial Mindset

About the role

Key responsibilities & impact

Lead, coach and develop the global Customer Success team
Set goals, assign customer ownership and maintain active success plans
Own Customer Success playbooks, tooling, metrics and operating model
Review account health and personally handle escalations and at-risk customers
Define and report KPIs including time-to-value, adoption, customer health, net revenue retention and referenceability
Represent Customer Success in the leadership team
Hire, onboard and build team capabilities
Own outcomes for strategic customer accounts
Understand customer operations and translate them into product use cases and concepts of operations
Prepare customers for implementation and run configuration workshops with Delivery
Manage user training, onboarding and adoption strategies
Track usage, identify adoption problems and report operational and financial impact
Build relationships with frontline staff and senior leadership
Drive expansion opportunities, contract extensions and renewals
Develop business cases and hand qualified opportunities to Sales
Turn successful customers into references through case studies, conference presentations, introductions and site visits
Bring structured customer feedback, requirements and roadmap input to Product
Facilitate best-practice sharing between customers
Support pre-sales campaigns and workshops with prospects

Requirements

What you’ll need

In-depth experience in the aviation sector, preferably from a ground operations, APOC or OCC perspective
Several years in customer success, account management, consulting or an operational leadership role in a B2B software or aviation environment
Proven experience leading a global team in a player/coach setup
Commercial mindset and ability to build business cases and discuss scope and commercials with senior stakeholders
Experience in business and behavioural change management
Strong understanding of corporate hierarchies and complex matrix organizations
Strong analytical skills and ability to turn data into insight and action
Ability to work with people from different cultural and professional backgrounds
Experience leading a distributed team across time zones
Ability to work independently and proactively in a remote setting
Ability and willingness for extensive international travel across North America, Europe and beyond
Very good command of English; additional languages are a bonus

Benefits

Comp & perks

Participation in making important decisions; ideas will be heard and implemented
Leadership role with real ownership of a central function
Remote work with a flexible schedule
Chance to travel the world for Assaia
Great company culture based on honesty and mutual respect
Live team events
Paid relevant conferences and online education