Head of Customer Success

Head Of Customer Success

Based in either London, UK or Atlanta, USA (with some international travel) Reports to: VP, Customer Engagement Team: Global Customer Success Managers

The Role

At Disguise, our ambition is to make Customer Success a true competitive advantage, just as much as our products are today. The Head of Customer Success will be the driving force behind this visionembedding customer advocacy at the heart of our business and ensuring that every client, from global Tier 1 brands to influential creators, sees measurable value and lasting partnership with Disguise.

This role bridges the gap between our customers and every division of Disguise. It is both strategic and hands-on: guiding the global Customer Success team while personally leading high-profile client relationships and critical customer moments. You will champion customer needs internally, turning insights into commercial opportunities, and externally you'll be a trusted figurehead representing Disguise with empathy, creativity, and credibility.

We are looking for an energetic, strategic leader with proven experience building and leading Customer Success teams, a creative mindset for solving complex problems, and the commercial acumen to tie customer outcomes to business growth.

Key Responsibilities

• Lead & Develop the Global CS Team
• Manage and coach Customer Success Managers worldwide, building a high-performance, customer-first culture.
• Drive clarity, accountability, and growth opportunities for the team, ensuring alignment with company and divisional KPIs.
• Strategic Customer Advocacy
• Own executive relationships with Signature Clients, delivering QBRs, strategic account planning, and commercial opportunities.
• Personally step in to resolve escalations and "customer fires," demonstrating calm, solution-oriented leadership.
• Ensure early warning systems are in place to identify risks and prevent churn.
• Community Engagement & Influence
• Oversee initiatives that engage our influencer and creator communities, from digital platforms to grassroots events, roundtables, and beta programs.
• Partner with Marketing and Community Management to amplify customer voices and success stories.
• Commercial Impact
• Embed CS as a sales enablement function: working hand-in-hand with Sales to drive renewals, expansions, and new opportunities.
• Translate customer insights into product, service, and go-to-market strategies. Deliver clear ROI to customers throughout their lifecycle with Disguise.
• Cross-Functional Collaboration
• Work closely with Product, Operations, Engineering, Support, Solutions, Services, and Marketing to ensure the voice of the customer shapes roadmaps and offerings.
• Represent Customer Success in the global leadership team and play a central role in shaping the company's growth strategy.

What We're Looking For

Must-Have Experience

• 8+ years in Customer Success, Account Management, or related functions in tech, media, or creative industries (Entertainment, Live Events, Immersive, Broadcast strongly valued).
• Proven leadership of a Customer Success team (2+ years minimum, ideally with global or multi-site experience).
• Hands-on senior client engagement, including managing complex, multi-geographical customers and executive stakeholders.
• Demonstrated success driving customer retention, renewals, and expansion.
• Strong commercial acumen: aligning CS activity with company growth.
• Exceptional communication skills, executive presence, and conflict resolution ability.
• Data-driven approach to measuring customer health and team performance.
• Flexibility for international travel and irregular hours (events, global clients).

Desirable Experience

• Familiarity with influencer/creator communities.
• Building and scaling customer communities (digital + in-person).
• Experience in subscription or software/services-based businesses.
• Process design and improvement in CS functions.

The Spark We're Looking For

We know this role isn't for everyone. You'll thrive here if you are:

• Creative + strategic A problem-solver who cuts through noise and finds solutions, not just problems.
• Calm under pressure
• Globally minded, collaborative , and able to influence at all levels
• Positive, resilient , and passionate about customer advocacy .

Why Join Disguise?

This is a pivotal moment for Disguise. You'll have the opportunity to shape and scale a global Customer Success function, working with some of the most exciting brands, events, and creators in the world. If you're ready to blend creativity, strategy, and leadership to turn customer success into a true competitive advantagethis role is for you.

About Disguise

Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle. We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.

Don't Disguise your differences.

Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.

Our values

• Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
• Evolutionary. We innovate using our user's ever-changing needs so our technology remains ahead-of-the-game.
• Fearless. We take the best path, not the easiest, and innovate where it's right, not where it's simplest.
• Resilience. We don't give up until we find the right solution, even if it means going outside our remit.
• Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.

Our benefits

• We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
• Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
• Hybrid working between home and our offices (dependent on role and location)
• Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
• Gig allowance - 400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
• Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
• Training, coaching & mentoring