Global Head of Customer Success

Assaia • Tacoma, WA

9d • $130,000 - $150,000 • Remote

About The Position

Assaia is a Series B vertical SaaS company developing AI-powered turnaround intelligence for aviation. Its ApronAI and Assaia RMS products use live video and operational data to provide real-time insights, alerts and predictions for airports, airlines and ground handlers. Assaia works with more than 25 aviation organisations worldwide and has approximately 125 employees across Europe and North America.

The Global Head of Customer Success leads a global team of Customer Success Managers in a player-coach setup and personally owns a portfolio of strategic accounts. The role is based on the East Coast of North America, with the option to work remotely, and requires travel to customers and collaboration across North American and European time zones. The position is part of Assaia’s extended leadership team and works closely with Sales, Delivery and Product.

The role combines team leadership and development, direct ownership of customer outcomes, and building the operating approach that converts customer value into references, renewals and revenue growth. It includes establishing consistent customer success processes and metrics, supporting implementation and adoption, identifying and preparing expansion opportunities, securing renewals and extensions, gathering customer feedback for Product, and contributing to pre-sales activities.

Requirements

• In-depth experience in the aviation sector, preferably from a ground operations, APOC or OCC perspective.
• Several years of experience in customer success, account management, consulting or operational leadership in a B2B software or aviation environment.
• Proven experience leading a global team in a player-coach setup.
• Commercial mindset, including understanding how value drives renewals and growth, building business cases, discussing scope and commercial terms with senior stakeholders, and working closely with Sales.
• Experience in business and behavioural change management, with the ability to engage frontline staff and senior leadership in new ways of working.
• Strong understanding of corporate hierarchies and demonstrated ability to operate successfully in complex matrix organisations.
• Strong analytical skills and ability to turn data into insight and action.
• High ambition and self-confidence, enthusiasm for customer engagement, and strong interpersonal empathy.
• Ability to work with people from different cultural and professional backgrounds and lead a distributed team across time zones.
• Ability to work independently and proactively in a remote setting.
• Ability and willingness to travel extensively internationally to customers across North America, Europe and beyond, and to work flexibly across time zones.
• Very good command of English.

Nice To Haves

• Additional language skills.

Responsibilities

• Lead, coach and develop a global team of Customer Success Managers; set clear goals and ensure every customer has a named owner and active success plan.
• Own the Customer Success operating model, including playbooks for onboarding, adoption, health monitoring, executive reviews and renewals, as well as the tooling and metrics used across regions.
• Review account goals and health across the team and personally address escalations or at-risk customers.
• Define and report team KPIs, including time-to-value, adoption and usage, customer health, net revenue retention and referenceability; represent Customer Success in the leadership team.
• Grow the Customer Success team through hiring, onboarding and capability building.
• Personally own outcomes for strategic accounts, approximately 50% of the role’s time.
• Understand customer operations and translate them into use cases and concepts of operations that define product use and value.
• Prepare customer organisations for implementation and changed ways of working; run workshops with Delivery to define product configuration around intended use cases.
• Manage user training and onboarding and develop adoption strategies with customers so the products become part of daily routines and Standard Operating Procedures.
• Track product usage, identify adoption issues, act on them, and analyse and report operational and financial impact to customer leadership.
• Build and maintain trusted relationships with frontline operational staff and senior leaders, staying engaged with customer organisations over time.
• Own account health and growth plans; identify expansion opportunities and turn proven value into business cases.
• Develop expansion opportunities with customers and hand them to Sales in a qualified, prepared state.
• Prepare renewals and contract extensions well ahead of time.
• Develop successful customers into references through case studies, joint conference presentations, peer introductions and prospect site visits.
• Advise customers on operational improvements and relay structured feedback, requirements and roadmap input to Product, prioritised by customer value and commercial impact.
• Facilitate the sharing of best practices between customers.
• Support pre-sales campaigns with best practices, use cases and achieved results; run prospect workshops to map use cases, scope and required features.
• Explain to prospective customers how the solutions are used in daily operations and the value they can expect, using results from existing customers.
• In the first 12 months, establish healthy accounts with high adoption, proven impact and secured renewals; ensure all customers have named CSMs, success plans and health scores; improve paths to go-live and time-to-value; build a qualified expansion and renewal pipeline jointly with Sales; and grow the pool of referenceable customers.

Benefits

• Remote work with a flexible schedule.
• Paid relevant conferences and online education.
• Live team events.
• Opportunity to participate in important decisions, with ideas heard and implemented.
• Leadership role with ownership of a function central to company growth.
• Opportunity to work on an innovative, technically advanced product in the aviation industry and shape customer practices at a scaling company.
• Diverse international team and a company culture based on honesty and mutual respect.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed