Head of Customer Success, North America

Aon Corporation•San Jose, CA

3d•Hybrid

About The Position

Aon's Talent Solutions team is hiring a Head of Customer Success, North America to lead how we serve and grow our client portfolio across the region. This role is accountable for the outcomes and experience of a large set of North American clients, working through a team of 25 Customer Success Managers to ensure our clients understand our solutions, see tangible value and choose to continue partnering with us. This role focuses on building and leading a high-performing, Customer Success function across North America, with clear ownership, strong engagement, and consistent execution. Success is defined by delivering a consistent experience for clients while enabling regional teams to focus on the most strategic relationships. It also requires effectively implementing and evolving the global Client Success model with input from North America, and ensuring the Mexico team operates as a fully integrated extension of the region, providing a seamless experience for clients and internal partners. You will help shape and embed a global Customer Success model, working closely with your counterparts in Europe, the Middle East and Africa and Asia-Pacific, ensuring that North America is fully aligned whilst still reflecting local market needs. A key part of the role is leading and integrating our Mexico Global Capability Centre Customer Success team into the North America model, so that it functions as a seamless extension of the regional organization and supports delivery at pace and scale.

Requirements

Significant experience (typically 10+ years) in Customer Success, Account Management or Customer Operations roles in a B2B environment (ideally software, data, analytics, or complex services).
Proven track record of leading and scaling teams, including people leadership across multiple locations or time zones.
Experience operating within a global or multi-region model, with exposure to shared service or hub-and-spoke structures (e.g. nearshore/offshore teams, capability centers).
Demonstrated ability to design or embed operating models (for example, segmentation, coverage models, playbooks) and turn them into day-to-day reality for teams and clients.
Comfortable using data and metrics (such as client health, satisfaction measures, service and operational metrics) to enhance performance and drive decisions.
Strong stakeholder skills, able to work effectively with Product, Sales, Operations and regional leadership, and to represent the North America perspective in global forums.
Excellent communication skills, with the ability to translate complex operational concepts into clear, practical direction for teams and clients.

Responsibilities

Deliver a consistent client experience, ensuring clarity in ownership, engagement model, and service expectations.
Use client feedback, internal insights, and performance metrics to measure effectiveness and drive continuous improvement.
Partner with Product and Operations to maintain high-quality, reliable data and services.
Shape and evolve the North America Customer Success model, aligning to global standards while incorporating regional insight.
Lead the client portfolio, ensuring clear segmentation and a consistent, efficient engagement approach.
Collaborate with global and regional leaders to drive consistency in client segmentation and service delivery.
Build and develop a high-performing Customer Success team through hiring, coaching, and performance management.
Establish strong operating rhythms and governance, including regular portfolio reviews, client health checks, and risk management.
Ensure full integration of the Mexico Customer Success team as an extension of North America, with aligned processes, performance standards, and a seamless client experience.