Job Description

Global Head of Customer Success

Location: NYC
Reporting to: Chief Revenue Officer (CRO)

The Role

We are seeking a highly strategic and commercially driven Global Head of Customer Success to lead and scale our Customer Success function globally. This is a leadership role responsible for owning the post-sale customer lifecycle, driving revenue growth through renewals and expansion, and ensuring customers fully realize the value of SuperAwesome’s products.

This individual will combine deep relationship management expertise with strong analytical capabilities—translating performance data into actionable insights, compelling narratives, and customer growth opportunities.

Key Responsibilities

Customer Ownership & Strategy

• Own the global post-sale customer strategy as the single accountable leader

• Define and execute a scalable Customer Success strategy aligned with company growth goals

• Partner closely with the wider Commercial teams and Product to deliver a seamless customer journey

Revenue Growth & Retention

• Drive customer renewals, retention, and expansion across all markets

• Identify upsell and cross-sell opportunities across SuperAwesome’s product suite

• Build frameworks to maximize customer lifetime value (LTV)

Insights & Data-Driven Storytelling

• Translate campaign and product performance into clear insights (“the why”)

• Develop compelling narratives that demonstrate value and unlock growth opportunities

• Establish data-driven account planning and success measurement frameworks

Team Leadership & Development

• Build, lead, and mentor a high-performing global Customer Success team, across North America, UK, and EMEA

• Create clear career paths, performance frameworks, and coaching structures to support a high performance culture

Cross-Channel Strategy

• Lead strategic planning across media, creators, and gaming channels

• Ensure customers are leveraging the full breadth of SuperAwesome’s capabilities

• Drive integrated solutions that deliver measurable outcomes

Product Adoption

• Increase adoption across all SuperAwesome offerings

• Partner with Product teams to provide customer feedback and influence roadmap

• Ensure customers understand and utilize new features and capabilities

Customer Experience & Communication

• Define and elevate the global customer experience

• Standardize best practices for communication, reporting, and engagement

• Build scalable processes while maintaining a high-touch, premium experience

Escalation Management

• Act as executive sponsor for key accounts

• Own and resolve complex customer escalations

• Implement proactive risk identification and mitigation strategies

Who You Are

• 10+ years of experience in Customer Success, Account Management, or related client-facing leadership roles

• Proven experience leading global teams in a high-growth, digital or media environment

• Strong track record of driving renewals, expansion, and revenue growth

• Highly data-driven with the ability to translate analytics into actionable insights and stories

• Exceptional relationship management and stakeholder engagement skills

• Commercial mindset with strong negotiation and influencing capabilities

• Experience working across multiple channels (media, creators, gaming is a plus)

• Strategic thinker with the ability to execute operationally at scale

• Strong leadership presence with experience managing senior stakeholders internally and externally

• Customer-first mindset with a passion for delivering value

• Collaborative and cross-functional in approach

• Comfortable operating in a fast-paced, evolving environment

• High level of ownership and accountability