Job description
About the Role
As Head of Customer Success, you’ll lead the Success Team - driving consultant adoption, enablement, and measurable business impact from Labs capabilities. Reporting to Labs leadership, you’ll build and scale a team of ~5 specialists (Training Specialists, Success Managers) across North America and Europe.
Your mission: make Labs capabilities indispensable to consultants. Drive adoption from “nice to have” to “can’t work without it,” turning early adopters into power users and skeptics into advocates. Success means consultants across practices and regions use Labs tools daily, document “impossible without AI” client wins, and demand more capabilities.
Initially, your focus will be consultant-facing—driving internal adoption and value realization. As Labs capabilities mature, this role will evolve to include sales enablement and direct client engagements, positioning Labs solutions for external markets.
Responsibilities
Team Leadership & Strategy
- Build and lead Success Team of ~5 specialists across North America and Europe
- Define global customer success strategy aligned with Labs priorities and business goals
- Establish scalable success frameworks, playbooks, and best practices
- Recruit, develop, and retain talent in user success, enablement, and training
- Define engagement models and success playbooks for the team
- Set and track success metrics including adoption rate, value realization, user health score, and business impact
User Adoption & Enablement
- Drive consultant adoption from onboarding through mastery, increasing daily active users and sophistication
- Develop adoption campaigns targeting low-usage regions, practices, and user segments
- Identify and remove barriers through data analysis, user research, and stakeholder feedback
- Build champion networks and power user communities
- Oversee training programs, materials, and documentation for all Labs capabilities
- Coordinate office hours, workshops, demos, and certification programs
- Build practice-specific enablement (e.g., M&A Deal Wheel training for Transactions practice)
Practice Team Collaboration
- Act as liaison between Labs and practice groups / teams (M&A, Crisis, Public Affairs, etc.)
- Facilitate co-creation sessions where practices help design domain agents
- Gather user requirements and feedback, translating consultant needs into clear inputs for Product team
- Build practice-specific use cases, templates, and workflows
- Validate solutions with practice teams before broader rollout
Feedback & Insights
- Establish systematic feedback collection (surveys, interviews, usage data)
- Conduct user research and usability testing to identify pain points
- Act as voice of the user, synthesizing feedback into product insights and feature requests for Product team
- Close feedback loop by communicating how user input influenced product decisions
Business Case Development & ROI
- Document measurable business impact and ROI of Labs capabilities
- Track “impossible without AI” client wins and build success stories
- Support external sales and client pilots with metrics and testimonials
- Prepare quarterly business reviews on adoption trends and impact
Support & Operations
- Oversee 1st level support, establish processes and SLAs
- Maintain help documentation, FAQs, and knowledge base
- Monitor support channels and ensure timely responses
- Use support data to identify systemic issues
Qualifications
- 8+ years in customer success, user success, enablement, training, or related fields
- 3+ years leadership experience building and managing teams
- Proven track record driving adoption for software products or platforms
- Experience in consulting or professional services
- Experience scaling global Customer Success organizations
- Strong analytical skills with ability to track metrics, analyze data, and derive actionable insights
- Strong understanding of AI solution architectures, business applications of AI, and change management related to AI adoption
- Excellent communication and presentation skills for diverse audiences with executive presence to engage senior stakeholders including Partners and practice leaders
- Experience designing and delivering training programs and enablement materials
- Multilingual capabilities (nice to have)
Additional Information
This position is open to candidates based in Berlin, Germany or the New York area, US (preferred). Other US/EU locations may be considered. Hybrid and remote working arrangements are available. FGS Global is committed to creating a diverse and inclusive environment and welcomes applicants from all backgrounds.
About FGS Global
FGS Global is the world’s leading stakeholder strategy firm, with over 1,500 professionals around the world, advising clients in navigating critical issues and reputational challenges. FGS was formed from the combination of Finsbury, The Glover Park Group, Hering Schuppener and Sard Verbinnen & Co to offer board-level and C-suite counsel in all aspects of stakeholder strategy — including corporate reputation, crisis management, and public affairs and is also the leading force in transaction and financial communications worldwide.
FGS offers seamless and integrated support with offices in the following locations: Abu Dhabi, Amsterdam, Beijing, Berlin, Boston, Brussels, Calgary, Chicago, Dubai, Dublin, Düsseldorf, Frankfurt, Hong Kong, Houston, Kingston, London, Los Angeles, Munich, Paris, Riyadh, San Francisco, Shanghai, Singapore, South Florida, The Hague, Tokyo, Toronto, Vancouver, Washington, D.C., and Zurich. The firm is headquartered in New York.
FGS is consistently ranked a Band 1 PR firm for Crisis & Risk Management and for Litigation Support by Chambers and Partners. For the second year, FGS was ranked #1 Global M&A PR firm by Deal Count and Value in 2024 by Mergermarket.
New York City Salary Range
$140,000—$180,000 USD
