Interim Head of Customer Success

Reports to: VP of Customer

Line Manages: Customer Success Leads, CSMs, Tech touch CSM and Migrations CAE

Works with: Client Team, Sales Team, wider Artlogic team

Location: London

Term: Interim (15 months)

About us

Artlogic is a leading technology platform for the art world. Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses. The company’s integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.

In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach. Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town.

Today, Artlogic is entering an exciting new chapter through its merger with ArtCloud, another industry leader in art technology. Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world. This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide.

Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.

About the role

Leading a newly formed Customer Success team (High, Medium, Low and Tech Touch Customer Success, alongside Migrations and two Team Leads) you will provide clarity, consistency and direction during a period of change. You will coach and develop leaders, strengthen collaboration across the team and ensure our people are equipped to deliver exceptional customer outcomes.

Working closely with the VP of Customers and wider leadership team, you will assess the current Customer Success function and implement practical improvements across people, processes, customer journeys, tooling and performance. With responsibility spanning Artlogic and ArtCloud, you will help create greater alignment across products and teams while strengthening customer adoption, retention and expansion.

As an interim transformation role, the focus is on delivering meaningful change and leaving the function stronger than you found it. Success will mean a capable leadership team, embedded and scalable ways of working, greater operational maturity and a stable, high-performing Customer Success organisation positioned to support Artlogic’s continued growth.

Key Responsibilities

Leading Customer Success

Lead the Customer Success function through transformation, establishing clear priorities, ownership, responsibilities and ways of working.
Assess and continuously improve the operating model, customer journeys, processes, playbooks and tooling to drive consistency, efficiency and customer outcomes.
Establish clear operating rhythms, KPIs, governance and reporting across customer health, adoption, retention, expansion, operational performance and business risk.
Use customer and operational data to identify trends, proactively manage risk and opportunities, and inform business decision-making.
Partner across Sales, Product, Support, Migrations and Engineering to align Customer Success with wider business priorities, strengthen the customer experience and ensure the function is scalable for future growth.

Management of CS team

Provide clear day-to-day leadership, priorities and objectives for CSMs and Team Leads, ensuring accountability against Customer Success goals and KPIs.
Support CSMs with complex customer escalations, providing coaching and practical recommendations on the best course of action, and joining escalated customer conversations directly where senior involvement is needed.
Coach and develop CSMs and Team Leads, assessing capability and providing targeted development, training and support to strengthen performance and leadership capability.
Establish consistent management rhythms, including one-to-ones, performance reviews, coaching and team meetings, fostering a collaborative and high-performing culture.
Support recruitment, onboarding, succession and resource planning to build team capability, resilience and readiness for future growth.
Lead the team through organisational change and embed a commercially minded approach that balances exceptional customer outcomes with adoption, retention, renewal and expansion

Customer Success Operations & Transformation

Assess and optimise Customer Success operations, identifying opportunities to improve processes, customer journeys, tooling, automation and operational efficiency.
Develop and embed scalable customer health frameworks, success metrics and intervention strategies that enable proactive management of customer risk and opportunity.
Strengthen lifecycle processes across migration, onboarding, adoption, retention and expansion, ensuring clear ownership and seamless customer transitions.
Establish effective operational reporting and use customer health, retention and performance data to drive action, improve forecasting and measure customer and commercial outcomes.
Lead continuous improvement across the function, resolving operational challenges and complex customer issues at root cause while embedding sustainable, scalable solutions.

Post Sales Customer Lifecycle Ownership

Assess the current retention operating model and recommend improvements that maximise customer retention while making the most effective use of team resources.
Develop scalable churn mitigation strategies, playbooks and intervention processes.
Formalise workflows supporting Artlogic and AEG customers transitioning to ArtCloud, ensuring clear ownership and consistent customer experiences.
Improve reporting and forecasting of customer risk, enabling proactive intervention and better business visibility.
Own the customer expansion strategy, partnering with Sales, Marketing, and Product to maximize expansion revenue through scalable expansion programs, account planning, executive engagement, and value-based customer outcomes.
Establish the operating cadence, metrics, forecasting, and cross-functional processes that enable Customer Success to consistently identify, influence, and accelerate expansion opportunities.

Engagement

Review and improve the retention operating model to reduce churn and make effective use of team resources.
Develop scalable churn mitigation strategies, playbooks and proactive intervention processes.
Establish clear workflows for Artlogic and AEG customers transitioning to ArtCloud, ensuring consistent ownership and customer experience.
Improve customer risk reporting and forecasting to enable earlier intervention and greater business visibility.
Own the customer expansion strategy, partnering with Sales, Marketing and Product to identify and accelerate opportunities for growth.
Establish clear processes, metrics and operating rhythms that enable Customer Success to consistently influence retention and expansion outcomes.

Cross-Functional Leadership

Develop strong working relationships across Product, Marketing, Sales, Support, Engineering and Operations whilst championing collaboration across teams to create a unified customer experience.
Create effective customer feedback loops that inform product development and customer experience improvements.
Use data and insight to identify trends affecting customer health and proactively recommend improvements across the wider business.
Support executive reporting through meaningful dashboards, analysis and recommendations.

About You

You’ll be an experienced Customer Success leader who combines strategic thinking, strong people leadership and a commercial mindset with a pragmatic, hands-on approach.

Significant Customer Success leadership experience, ideally within a SaaS or technology business.
A proven track record of leading teams through transformation, organisational change or rapid growth.
Experience building, developing and coaching high-performing teams, including managers and emerging leaders.
The ability to quickly assess what’s working, identify opportunities for improvement and translate strategy into practical action.
Experience developing scalable Customer Success operating models, processes, playbooks and customer journeys.
Strong knowledge of customer segmentation and High, Medium, Low and Tech Touch Customer Success models.
A strong commercial understanding of customer adoption, retention, churn, renewals and expansion.
Confidence using customer data, dashboards, forecasting and KPIs to identify risk, prioritise opportunities and drive performance.
Strong cross-functional leadership skills, with the ability to build effective partnerships across Sales, Product, Marketing, Support, Engineering and Operations.
The ability to create clarity, accountability and momentum while supporting teams through periods of change.
A balance of strategic leadership and hands-on delivery, with the willingness to get close to customers, teams and operational challenges when needed.
Sound judgement and adaptability, with the ability to operate effectively in ambiguity and make informed decisions at pace.
A customer-first mindset and a focus on leaving behind stronger leaders, scalable ways of working and a Customer Success organisation positioned for long-term growth.

What we offer

Company profit sharing scheme
25 days annual leave (plus 10 public holiday days)
Long service entitlement
Flexible working
Premier private health insurance including dental, optical & EAP
Childcare nursery benefit scheme
Cycle to work scheme
Tech buying scheme
Free eye test
Company pension scheme
A focus on continued professional development including access to courses and training programs

Artlogic is an equal opportunities employer

Artlogic is an equal opportunities employer. We are committed to fair and inclusive recruitment and employment practices. We welcome applications from all suitably qualified candidates.

We are committed to making reasonable adjustments for disabled applicants and employees. If you have a disability and would like us to make adjustments to the application or interview process, or to discuss any adjustments to the role, please let us know.

Please note that this position is UK-based and involves hybrid working with attendance at our London office for a minimum of 2 days each week, to support effective collaboration and engagement. Candidates must therefore have, or be able to obtain, appropriate immigration status entitling them to work in the UK for us in the role. Please note that we [do not have a sponsor licence] and we are not able to offer visa sponsorship for this position. The successful candidate will need to provide evidence/information to enable us to verify their right to work, prior to commencement of employment, and in accordance with current Home Office right to work guidance.

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Interim Head of Customer Success