Head of Customer Success (European based)

About the role:

We are seeking a trans-formative leader—a true benchmark in customer success—whose vision, achievements, and relentless pursuit of excellence have set them apart as the best in every role. As we expand our impact worldwide, we need someone who will inspire our team and clients, deliver measurable business outcomes, and shape the future of customer success at Crisalix.

This role requires a leader who is obsessively focused on measuring, managing, and improving every aspect of individual and team performance—using robust data analytics and optimized control processes to ensure Customer Success delivers unparalleled business impact.

Our ideal candidate would have:

Your Mission

You are accountable for retention, expansion, and recurring revenue growth across Crisalix’s customer base.

Your primary objectives are to:

• Drive predictable renewal, upsell, and cross-sell revenue.

• Ensure every client delivers measurable ROI and business growth.

• Build a high-performing Customer Success organization with strong commercial discipline.

• Partner closely with Sales to align forecasting, pipeline, and growth strategy.

You will embed a data-driven, performance-focused culture where customer success and revenue growth go hand in hand.

Revenue & Expansion Leadership

You will:

• Own renewal, upsell, and expansion revenue targets.

• Build and manage a scalable post-sales revenue pipeline.

• Lead strategic renewal and expansion negotiations.

• Partner with Sales leadership on forecasting and revenue planning.

• Coach CSMs to operate as commercial account managers.

• Personally close key account expansion and renewal deals.

• Grow Clients: Partner with each clinic to actively drive their business development and revenue growth—not just platform usage, but real, measurable improvements in their performance and bottom line.

• Maximize Client ROI: Personally and through your team, ensure every client extracts maximum value from our solutions, relentlessly focused on tangible results and business success.

• Grow Accounts: Proactively identify opportunities for upsell, cross-sell, and upgrades, always rooted in delivering genuine value and new business outcomes for clients.

• Optimize Churn and Renewals: Build strong relationships, proactively manage client health, and ensure every client’s objectives are met—making renewal the natural next step and keeping retention at industry-leading levels.

• Lead by Example: Handle accounts directly to showcase best practices, set high standards, and continuously improve processes.

• Drive CRM & Tool Innovation: Collaborate closely with the development team to adapt and improve the CRM and related client-facing tools, ensuring the Customer Success team has best-in-class technology for analytics, automation, and client insights.

Key Responsibilities

Strategic Leadership

• Own post-sales revenue performance, including renewals, expansion, and account growth.

• Define and execute the company-wide Customer Success strategy, directly supporting Crisalix’s retention, expansion, and growth objectives—including measurable growth for every clinic.

• Own all Customer Success metrics—client ROI, clinic growth, adoption, retention, NPS, revenue expansion, customer satisfaction, and time-to-value.

• You leave no customer behind—dedicating relentless effort to ensure every client’s success, unlocking unlimited upsell and cross-sell opportunities through exceptional service and partnership

Team Building & Development

• Foster a mindset of accountability and continuous improvement across the team by empowering individuals to take ownership of their goals and outcomes. Encourage proactive problem-solving, celebrate achievements, and embed success-oriented behaviors into daily routines to drive sustained high performance.

• Build, coach, and scale a data-driven, high-performing Customer Success team—establishing clear performance metrics, leveraging advanced analytics, and applying optimized control systems to monitor, motivate, and continuou