Head of Customer Success

OUR PURPOSE Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance. At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life. Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021. HOW YOU’LL MAKE AN IMPACT As a Customer Success Leader, you will lead a team of Customer Success Managers responsible for helping customers realise meaningful value from Planday. This role exists to ensure our customers succeed at scale. You will guide your team to build strong customer partnerships, drive product adoption, and create the conditions for long-term retention and growth. You will combine people leadership with strategic customer ownership, helping your team operate with clarity, discipline, and strong commercial instincts. By building strong account strategies, coaching your team through complex customer situations, and partnering closely with Sales, Product, and Customer Experience, you will help ensure Planday becomes a trusted partner in our customers’ success. Your work will strengthen how we manage the post-sale customer lifecycle, turning customer success into a predictable and scalable driver of retention, advocacy, and growth. WHAT YOU’LL DO - Lead and develop a high performing team of Customer Success Managers who build strong, trusted partnerships with customers and consistently deliver meaningful business outcomes. - Own the post sale customer lifecycle and ensure Customer Success operates as a predictable driver of retention, expansion, and long term customer value. - Create clarity and direction for the team by setting high standards for account strategy, customer engagement, and ownership of results. - Drive retention and expansion by helping customers clearly understand, adopt, and realise the full impact of Planday in how they operate and grow their businesses. - Support your team in building strong relationships with senior stakeholders and engage directly with strategic customers when needed to strengthen partnerships and unlock new opportunities. - Use data and customer insight to identify opportunities, risks, and patterns across the customer base, helping the team act early and operate with greater predictability. - Build discipline around forecasting, customer health visibility, and success planning so retention and growth become measurable and scalable outcomes. - Partner closely with Sales, Product, and Revenue Operations to strengthen how we serve customers and continuously improve the systems, processes, and operating model that support Customer Success. - Continuously evolve how Customer Success operates by turning insights from customers and the team into stronger playbooks, clearer operating rhythms, and better execution. - Lead through example by bringing curiosity, ownership, and a genuine commitment to helping customers succeed WHAT YOU’LL BRING WITH YOU - 5+ years of experience in Customer Success, Account Management, or other customer facing roles within a B2B SaaS environment. - Experience leading or mentoring teams and developing high performing individuals. - Strong understanding of the SaaS customer lifecycle including onboarding, adoption, renewal, and expansion. - Experience working with complex customers and navigating multi stakeholder environments. - Strong commercial awareness and the ability to connect product capabilities with meaningful customer outcomes. - Ability to operate at both strategic and execution levels