Head of Customer Success

Eila Solutions is seeking an experienced and strategic Head of Customer Success to lead and enhance client relationships, drive customer retention, and accelerate account growth. This role focuses primarily on managing enterprise clients based in the US and Australia, especially within the pre-construction, engineering, architecture, construction consulting, or outsourcing sectors. The ideal candidate brings a solid background of 10 or more years in Customer Success or related fields, accompanied by exceptional communication, negotiation, and stakeholder management skills to foster strong partnerships and ensure customer satisfaction. The role entails building and leading a high-performing Customer Success function by establishing best practices, service standards, and effective operational processes. Although this position does not include direct team management responsibilities, the Head of Customer Success will collaborate across departments, such as Sales, Operations, and Delivery, to align strategies, identify upselling and cross-selling opportunities, and serve as the primary advocate for customer needs to continually improve services and outcomes.
Responsibilities

Build and maintain strong, long-term relationships with key clients in the US and Australian markets.
Lead executive-level Business Review Meetings and client discussions to align on goals and strategies.
Drive customer satisfaction, retention, contract renewals, and account growth through proactive engagement.
Collaborate closely with the Sales team to identify and develop upselling and cross-selling opportunities.
Work alongside Operations and Delivery teams to ensure smooth and successful project execution.
Monitor customer health by tracking performance metrics and enforcing account success plans.
Establish and implement customer success processes, service standards, and best practices to enhance client experience.
Act as the voice of the customer by capturing client feedback and translating it into actionable operational improvements.
Develop strategic plans to meet customer retention and expansion targets in competitive market environments.
Foster strong communication channels with stakeholders to manage expectations and build trust.