Head of Customer Success North America - Strategic Accounts

Head of Customer Success North America – Strategic Accounts

Global Customer Success is a highly specialized team within LHH responsible for managing the Firm’s largest and most complex global accounts. LHH has built the most comprehensive infrastructure devoted to the delivery, coordination and seamless implementation of Talent Management services.  This team of experienced individuals works closely with LHH team members and Client organizations to manage all aspects of strategic global accounts.

This role provides strategic leadership and direction for the North American Customer Success organization focused on our most critical and high-value accounts. The Head of Customer Success oversees a team of Customer Success Directors who operate at the highest level of account management within the organization, ensuring exceptional customer outcomes and long-term partnership success. This position is accountable for driving excellence in customer engagement, deliverable management, and overall professionalism, serving as a trusted advisor to both internal stakeholders and external clients.

Reporting Relationships:

• Reports to the Head of Global Customer Success

Direct Reports:

• Yes

In this role you can expect to

Key Accountabilities

Leadership of Global Customer Success Directors

• Drive exceptional customer satisfaction by ensuring all deliverables consistently exceed client expectations.
• Retain all existing contracts and maximize revenue opportunities through effective contract monetization; renew expiring contracts with full implementations to drive long-term client value.
• Champion continuous learning and development across the team, incorporating AI initiatives and leveraging technology to enhance consistency, efficiency, and innovation.
• Maintain rigorous standards for project and account management disciplines, guiding the team to elevate their skills and adopt best practices.
• Foster strong collaboration among Global Customer Success Directors, Global Account Directors, and cross-functional teams—including sales, operations, engagement, delivery, and finance—to ensure seamless contract execution and project delivery worldwide.
• Equip the team to maximize contract value and communicate our full value proposition across all lines of business, with a focus on expanding client relationships.
• Ensure reliable availability and responsiveness of the team to meet evolving internal and external customer needs.
• Promote a culture of continuous improvement, setting benchmarks that consistently surpass industry expectations.
• Represent Customer Success in client presentations and pitches, highlighting capabilities and differentiators to strengthen partnerships.
• Manage team workload effectively, balancing priorities and assessing new client support requests for scope and impact.
• Lead, mentor, and develop direct reports, including onboarding and training new team members, while maintaining high engagement and performance across the team.

Account Management

• Act as the Customer Success lead for highly complex global accounts when needed, ensuring seamless execution and client satisfaction.
• Oversee the delivery of all tasks and commitments on time, within budget, and to the highest quality standards, following established best practices and current LHH sales and marketing guidelines.
• Serve as a trusted subject matter expert for internal and external stakeholders, orchestrating global account operations effectively.
• Leverage key performance metrics to identify areas for improvement and lead initiatives to strengthen account performance.
• Deliver compelling client presentations, showcasing new LHH products and services to drive engagement and adoption.
• Proactively prepare for partner reviews by compiling comprehensive account reports, including data analysis and insights presented in clear, impactful formats.
• Build and maintain strong client relationships to ensure account retention and long-term partnership growth.
• Plan and lead the implementation of multiple complex global accounts, including global rollouts and event management across all LHH solution offerings, in align