About the Company:

PRIME is a privately owned organisation that specialises in Business Process Management (BPM). We are a global organisation with a presence in Ireland, which serves the European and US markets, and Australia, which serves the APAC region. All our team members work from home.

We have a 20-year history of solving our customers’ business challenges through our proprietary cloud-based BPM software, BPM training, and BPM consulting services. Our customers include Pfizer, AON, Immatics, Coca-Cola, UL Solutions, etc and several Government departments.

To be able to engage and retain such prestigious customers, it is easy to understand that we have a high-performance culture. Our team is made up of talented and passionate members who are supported by processes, systems, KPI’s and metrics.

We work in a fast-paced, structured, and organised environment and are on a super exciting journey together. We are virtually connected throughout the day, and our multicultural team oozes positive vibes!

About the Role:

We are seeking an experienced Head of Customer Success to lead our global Customer Success function across both our SaaS platform and professional services offering.

The role will lead the Customer Success team and drive retention, renewals, expansion, and long-term customer relationships, while ensuring customers achieve measurable business value from our technology and services.

The successful candidate will bring a strong combination of BPM/enterprise technology/business transformation/professional services and customer success experience, with the ability to manage customer relationships from implementation and adoption through to value realisation, renewal, and expansion.

Responsibilities:

- Lead the global Customer Success team, strategy, and operating model across SaaS and professional services.
- Drive customer retention, renewals, account expansion, and recurring revenue growth.
- Develop strategic account plans for key enterprise customers and identify opportunities for additional software, consulting, implementation, training, and optimisation services.
- Ensure customers achieve measurable business outcomes through successful implementation, adoption,



engagement and ongoing optimisation of PRIME's SaaS platform and professional services.
- Build and maintain strong relationships with senior and executive customer stakeholders, supported by structured Customer Success Plans, account plans and regular business reviews.
- Oversee the customer lifecycle from implementation and transition through adoption, value realisation, renewal and expansion, ensuring a seamless experience across Sales, Professional Services, Product and Support.
- Use customer data and commercial insight to identify risks, opportunities and changing customer requirements, and proactively develop mitigation and growth plans.
- Establish clear Customer Success KPIs, reporting, performance standards and accountability across the function.
- Monitor key KPIs including GRR, NRR, customer and revenue churn, renewal rates, expansion revenue, customer health/satisfaction, time to value and Customer Success team performance.
- Recruit, lead, coach and develop a high-performing global Customer Success team.
- Work closely with Sales, Professional Services, Product and Support to deliver a consistent customer experience and maximise customer value.
- Build scalable Customer Success processes and leverage technology, automation and AI to improve customer engagement, insight and team productivity.
- Develop customer advocacy through testimonials, references, case studies and customer success stories.

What We’re Looking For:

We are looking for a senior leader with significant experience in customer success working with large enterprise customers and enterprise-wide software platforms.

The successful candidate will ideally have:

- Proven experience managing complex, enterprise-wide customer relationships involving multiple stakeholders, business functions, and geographies.
- Strong experience working with enterprise-wide software platforms, particularly ERP and BPM solutions. Experience primarily focused on departmental,



functional or point solutions is unlikely to be suitable.
- Experience leading and developing Customer Success, Professional Services, Consulting or Transformation teams.
- A strong track record of driving customer retention, renewals, account growth and expansion, and/or commercial responsibility for revenue, quotas or account performance.
- Experience managing customers through complex implementations, transformation programmes, adoption, value realisation and ongoing optimisation.
- Strong commercial and strategic account management capability, including identifying opportunities for additional software, consulting, implementation, training and optimisation services.
- Experience leading enterprise implementations or transformation programmes, with responsibility for customer outcomes, delivery and commercial performance.
- Demonstrated ability to build and maintain trusted relationships with C-suite and senior executive stakeholders.
- A strong understanding of the relationship between successful delivery, customer adoption, value realisation, retention and expansion.
- Experience using customer data, analytics and technology to identify customer risks, opportunities and changing customer requirements.
- Experience leading and developing high-performing, geographically distributed or global teams, including in a remote working environment.
- Excellent executive communication, stakeholder management, influencing and negotiation skills.
- Commercially minded, data-driven, and comfortable operating in a high-performance environment.

Additional Information:

- Remote role (work from home).
- Monday to Friday.
- Working hours: 4:30 am – 1:30 pm IST.

Why Join Us:

- Senior global leadership position within an established technology business.
- Defined career pathway towards Chief Revenue Officer.
- Opportunity to shape and lead PRIME’s global Customer Success function.
- Established SaaS platform, professional services offering, and global customer base.
- Direct visibility and collaboration with PRIME’s founders and senior leadership.
- Collaborative and supportive remote working setting.
- Varied and impactful role with significant opportunity for growth.

📌 Head of Customer Success (India)
🏢 Prime BPM
📍 India