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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success teams within SaaS environments, focusing on customer retention, adoption, and value realization. Proven ability to build high-performing teams and drive strategic initiatives that align with business growth and customer satisfaction.
Highest-signal resume keywords
Customer Success LeadershipCustomer Retention StrategiesExecutive Customer EngagementData-Driven Decision MakingCustomer Success Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success MethodologiesCustomer Lifecycle ManagementData InsightsHealth ScoringAnalytical SkillsSubscription Revenue ManagementRenewal PlanningValue RealizationOperational ExecutionStrategic Thinking
Soft Skills
LeadershipCommunicationStakeholder ManagementCoachingCollaboration
Tools & Technologies
GainsightAI-Enabled CapabilitiesCustomer Success Platforms
Industry Keywords
SaaSWorkday ProductsCustomer AdvocacyEnterprise HR SolutionsPayroll ManagementWorkforce ManagementCompliance Solutions
About the role
Key responsibilities & impact- Lead and scale the Customer Success function across North America
- Drive customer retention, adoption, advocacy, and long-term value realization across Kainos' Workday Products portfolio
- Lead a team of Customer Success Managers
- Ensure customers achieve measurable business outcomes and realize value from their investment
- Partner with Sales, Professional Services, Support, Product, and Customer Operations to deliver a seamless customer experience
- Own Gross Revenue Retention and customer health outcomes across the North America portfolio
- Drive proactive customer success strategies and mitigate renewal and adoption risks
- Lead regional renewal readiness and retention planning
- Build, lead, and develop a high-performing Customer Success team
- Establish goals, performance expectations, development plans, succession plans, and talent pathways
- Build executive-level relationships with strategic customers
- Sponsor customer escalations and lead recovery plans
- Support Customer Advisory Boards, customer communities, advocacy programs, and executive briefings
- Represent customer feedback in product and service decisions
- Drive adoption of customer success methodologies, playbooks, lifecycle processes, and health frameworks
- Use customer intelligence, health scoring, data insights, automation, and AI-enabled capabilities to improve scale and efficiency
- Improve reporting, forecasting, segmentation, and customer lifecycle management
- Align customer success activities with growth, expansion, and product adoption objectives
- Provide senior leadership with recommendations on retention trends, sentiment, risks, and opportunities
Requirements
What you’ll need- Proven experience leading Customer Success teams within a SaaS, subscription, or product-led technology business
- Demonstrated success driving customer retention, adoption, and value realization at scale
- Experience managing managers and leading geographically distributed teams
- Strong track record of executive customer engagement and relationship management
- Experience implementing customer success methodologies, health models, and customer lifecycle frameworks
- Commercial understanding of subscription revenue, renewals, retention, and expansion motions
- Strong analytical and data-driven decision-making capabilities
- Customer-centric leadership and measurable-outcome focus
- Strategic thinking and operational execution
- Strong coaching and leadership capability
- Excellent communication, stakeholder management, and influencing skills
- Comfort operating in a fast-growing, evolving environment
- Collaboration, bias for action, and continuous improvement
- Experience within the Workday ecosystem (desirable)
- Experience with customer success platforms such as Gainsight (desirable)
- Knowledge of enterprise HR, payroll, workforce management, or compliance solutions (desirable)
- Experience leading AI-enabled or digital customer success initiatives (desirable)
Benefits
Comp & perks- People-first culture
- Growth support and professional development
- Diversity, equity, and inclusion commitment
- Recruitment accommodations and adjustments