What are the responsibilities and job description for the Head of Customer Success - 3579316 position at TALTRAN Global?
SUMMARY:
Taltran Global is exclusively retained by a Series A-stage, high-growth technology business operating at the intersection of artificial intelligence, data, and market intelligence. Founded in 2022 by a former senior leader at Google, the company has quickly built a strong reputation as a trusted partner to leading global institutions across financial services, payments, and technology. Their platform delivers real-time, actionable intelligence that helps organizations make better strategic and operational decisions in highly complex, regulated environments.
The Head of Customer Success will be a critical leadership hire responsible for building and owning the entire post-sale function. This is not a traditional customer success role focused on relationship management, it is a highly strategic and operational role centered on driving platform adoption, expansion revenue, and long-term customer value.
This individual will operate at the intersection of customer success and consulting, ensuring that customers are successfully onboarded, embedded within the platform, and continuously expanding their usage over time. The role will play a direct impact on the company’s growth, retention, and future fundraising efforts.
KES RESPONSIBILITIES:
- Own Net Revenue Retention (NRR), expansion revenue, and customer retention across the business
- Build the Customer Success function from the ground up, including processes, playbooks, and customer lifecycle management
- Design and implement structured onboarding programs to drive platform adoption and long-term usage
- Monitor customer usage data to identify expansion opportunities and potential churn risks
- Drive tier upgrades and increased platform consumption across enterprise accounts
- Establish customer engagement cadence, including QBRs, check-ins, and renewal processes
- Partner closely with Product to surface customer insights and improve platform adoption
- Collaborate with Sales leadership to ensure expansion opportunities are captured and executed
- Lead and scale the Customer Success team as the company grows
- Act as a trusted advisor to enterprise customers, ensuring alignment between platform capabilities and business outcomes
QULAIFICATIONS AND EXPERIENCE:
- 7–12 years of experience in Customer Success, Customer Enablement, or similar post-sale roles
- Proven ownership of NRR, renewals, and expansion revenue
- Experience in a usage-based or consumption-driven SaaS model (credits, tiers, or similar)
- Demonstrated success building or scaling a Customer Success function in an early-stage or high-growth company (50–200 employees)
- Strong experience driving platform adoption and customer engagement through structured onboarding
- Data-driven mindset with ability to analyze customer usage and identify growth or churn signals
- Experience working with enterprise customers in complex, regulated environments
PREFERRED:
- Background in fintech, payments, fraud, cybersecurity, or adjacent markets
- Experience in a hybrid consulting SaaS environment
- Familiarity with customer success tooling (e.g., Salesforce, Gainsight, HubSpot)
- Experience working in a founder-led or early-stage organization
- Exposure to building customer lifecycle frameworks and operational processes from scratch