Global Head of Customer Success – AI-Driven Fitness Technology

Location: Remote

Salary: £75,000 – £90,000 base salary

Reports to: COO

About the Company

You’ll be joining one of the fastest-growing global technology businesses transforming the fitness and wellness industry through cutting-edge, AI-powered SaaS software. Our platform enables health clubs, gym chains, and fitness operators to drive member engagement, retention, business growth, and operational excellence through intelligent automation and data-driven insights — reshaping how fitness businesses manage and scale operations internationally.

As part of an ambitious and mission-led team, you’ll work closely with product, sales, and engineering functions to elevate customer experience, success outcomes, and long-term value delivery at scale.

As the Global Head of Customer Success, you will:

Strategic Leadership

• Lead and scale the global Customer Success organisation — hiring, mentoring, and developing a high-performing team.

• Define and execute a world-class customer success strategy that maximises retention, expansion, and advocacy across enterprise and mid-market segments.

• Partner with executive leadership to align customer success goals with company growth and product roadmap priorities.

Customer Lifecycle Ownership

• Drive customer onboarding excellence, ensuring rapid time-to-value across all new clients.

• Own global success metrics such as churn, expansion revenue, net retention, customer health scores and customer satisfaction (NPS/CES).

• Build scalable frameworks for enablement, adoption, and value realisation across all key accounts.

Cross-Functional Influence

• Collaborate with Product, Sales, Marketing and Support teams to influence product enhancements based on customer insights and competitive intelligence.

• Be a key voice representing the customer in strategic business discussions.

Thought Leadership & Advocacy

• Develop and champion a customer advocacy programme — including references, case studies, and community events.

• Act as a trusted advisor and executive sponsor for strategic clients.

Who You Are

You are a passionate, highly experienced customer success leader with a strong background in tech / SaaS and a proven ability to scale global success functions. You bring:

Essential Skills & Experience

• 5+ years in senior customer success leadership — preferably at a SaaS technology business with global customers.

• Strong operational experience building scalable processes, programmes and metrics-driven teams.

• Exceptional people leader with a track record of developing and retaining high-performing teams.

• Excellent communicator and collaborator, comfortable engaging with C-suite customers and internal stakeholders.

• Commercial mindset with a strong understanding of SaaS KPIs — churn, expansion, renewal and lifetime value.

Nice to Have

• Experience in fitness technology, wellness, or AI-driven SaaS environments.

• Background working with enterprise or multi-region accounts.

• Familiarity with CRM, success automation, analytics platforms, or customer health tooling (e.g. Gainsight, Salesforce, HubSpot).

Why Join

• Lead a global customer success transformation within a fast-expanding, AI-centric SaaS leader.

• Competitive UK salary band with performance bonus, potential equity options and strong benefits.

• Opportunity to shape both strategy and execution at an executive level.

• Work with a passionate team committed to meaningful impact on fitness operators worldwide.