Head of Customer Success (Enterprise)

About Us Integral Creative Solutions (ICS) is a retained executive search and staffing firm that partners with high-growth and enterprise organizations to identify, attract, and place the senior leadership talent that drives their next stage of scale. On behalf of a confidential client, we are conducting this search. This is an opportunity to join a well-resourced leadership team and make an outsized, measurable impact from day one. The Role We are seeking a Head of Customer Success (Enterprise) to own retention, expansion, and advocacy across the enterprise customer base. You will build and lead a team of enterprise CSMs, design scalable lifecycle motions, and drive net revenue retention through measurable customer value. What You’ll Do ● CS Strategy: Own the enterprise customer success strategy driving retention, expansion, and advocacy. ● Retention & NRR: Own gross and net retention targets and reduce churn across the enterprise base. ● Team Leadership: Build and lead a team of enterprise CSMs and success leaders. ● Lifecycle: Design onboarding, adoption, QBR, and renewal motions that deliver measurable value. ● Expansion: Partner with sales to drive upsell and cross-sell within key accounts. ● Voice of Customer: Channel customer insights back to product and leadership. What We’re Looking For ● Experience: 8+ years in customer success, including enterprise team leadership. ● Retention Track Record: Proven success driving NRR and reducing enterprise churn. ● Team Building: Experience hiring and scaling customer success teams. ● Executive Relationships: Ability to manage C-level customer relationships. ● Playbooks: Track record designing scalable CS lifecycle motions. ● Analytical: Strong command of health scoring and CS metrics. ● Education: Bachelor's required. Bonus Points ● Expansion: Track record of owning expansion revenue. ● Systems: Gainsight / customer-success-platform experience. ● Industry: Enterprise experience in the client's markets. ● Scaling: Experience scaling CS through hypergrowth. Compensation & Benefits We believe in paying top-of-market rates for top-tier talent. The base salary range for this role is $275000 to $350,000, with exact placement determined by your skills, years of experience, and interview performance. Additional Benefits: ● Equity: Competitive equity / long-term incentive package. ● Work Setup: Flexible work arrangement with a home-office stipend where applicable. ● Health: Comprehensive medical, dental, and vision insurance. ● Time Off: Flexible PTO policy + Company Holidays. ● Growth: Annual learning and development budget. ● Retirement: 401(k) matching plan. Responsibilities ● CS Strategy: Own the enterprise customer success strategy driving retention, expansion, and advocacy. ● Retention & NRR: Own gross and net retention targets and reduce churn across the enterprise base. ● Team Leadership: Build and lead a team of enterprise CSMs and success leaders. ● Lifecycle: Design onboarding, adoption, QBR, and renewal motions that deliver measurable value. ● Expansion: Partner with sales to drive upsell and cross-sell within key accounts. ● Voice of Customer: Channel customer insights back to product and leadership. Qualifications ● Experience: 8+ years in customer success, including enterprise team leadership. ● Retention Track Record: Proven success driving NRR and reducing enterprise churn. ● Team Building: Experience hiring and scaling customer success teams. ● Executive Relationships: Ability to manage C-level customer relationships. ● Playbooks: Track record designing scalable CS lifecycle motions. ● Analytical: Strong command of health scoring and CS metrics. ● Education: Bachelor's required.