FG
Head of Customer Success, AI+ Labs
full-time•New York, Kingston, Washington•$140k - $180k
About this role
<p><strong><span data-contrast="none">About the Role</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-contrast="none">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.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none">Responsibilities</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none">Team Leadership & Strategy</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Build and lead Success Team of ~5 specialists across North America and Europe</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Define global customer success strategy aligned with Labs priorities and business goals </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Establish scalable success frameworks, playbooks, and best practices </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Recruit, develop, and retain talent in user success, enablement, and training </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Define engagement models and success playbooks for the team </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Set and track success metrics including adoption rate, value realization, user health score, and business impact<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">User Adoption & Enablement</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Drive consultant adoption from onboarding through mastery, increasing daily active users and sophistication </span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Develop adoption campaigns targeting low-usage regions, practices, and user segments </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Identify and remove barriers through data analysis, user research, and stakeholder feedback </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Build champion networks and power user communities </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Oversee training programs, materials, and documentation for all Labs capabilities </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Coordinate office hours, workshops, demos, and certification programs </li>
<li data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Build practice-specific enablement (e.g., M&A Deal Wheel training for Transactions practice)<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Practice Team Collaboration</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Act as liaison between Labs and practice groups / teams (M&A, Crisis, Public Affairs, etc.)</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Facilitate co-creation sessions where practices help design domain agents </li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Gather user requirements and feedback, translating consultant needs into clear inputs for Product team </li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Build practice-specific use cases, templates, and workflows </li>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Validate solutions with practice teams before broader rollout<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Feedback & Insights</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Establish systematic feedback collection (surveys, interviews, usage data)</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Conduct user research and usability testing to identify pain points </li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Act as voice of the user, synthesizing feedback into product insights and feature requests for Product team </li>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Close feedback loop by communicating how user input influenced product decisions<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Business Case Development & ROI</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Document measurable business impact and ROI of Labs capabilities</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Track "impossible without AI" client wins and build success stories </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Support external sales and client pilots with metrics and testimonials </li>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Prepare quarterly business reviews on adoption trends and impact<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Support & Operations</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Oversee 1st level support, establish processes and SLAs</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Maintain help documentation, FAQs, and knowledge base </li>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Monitor support channels and ensure timely responses </li>
<li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Use support data to identify systemic issues<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559685":720,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none">Qualifications</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">8+ years in customer success, user success, enablement, training, or related fields</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">3+ years leadership experience building and managing teams </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Proven track record driving adoption for software products or platforms </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Experience in consulting or professional services </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Experience scaling global Customer Success organizations<span data-contrast="none"> </span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Strong analytical skills with ability to track metrics, analyze data, and derive actionable insights </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Strong understanding of AI solution architectures, business applications of AI, and change management related to AI adoption </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Excellent communication and presentation skills for diverse audiences with executive presence to engage senior stakeholders including Partners and practice leaders </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Experience designing and delivering training programs and enablement materials </li>
<li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Multilingual capabilities (nice to have)<span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Additional Information</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-contrast="none">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. </span><span data-contrast="none">FGS Global is committed to creating a diverse and inclusive environment and welcomes applicants from all backgrounds.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"><strong><span data-contrast="none">About FGS Global</span></strong> </span></p>
<p>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.</p>
<p>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.</p>
<p>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.</p><div class="content-pay-transparency"><div class="pay-input"><div class="title">New York City Salary Range</div><div class="pay-range"><span>$140,000</span><span class="divider">—</span><span>$180,000 USD</span></div></div></div>
What you'll do
- The Head of Customer Success will lead a team to drive consultant adoption and measurable business impact from Labs capabilities. Responsibilities include building success frameworks, overseeing training programs, and collaborating with practice teams.
About FGS Global
**We are now FGS Global. Please follow our new channel in order to receive updates.**
Finsbury Glover Hering is a leading global strategic communications and public affairs consultancy, helping clients navigate complex environments.
Established through the merger of three of the world’s most respected advisory firms, Finsbury Glover Hering maintains a global network of almost 700 professionals in the world’s major financial, government, business and cultural centers.
Finsbury Glover Hering helps boards, C-suites and other senior leaders at public and private companies, leading institutions and non-profits harness the power of communications to capture strategic opportunity and overcome critical business and reputational challenges.
Built on strong local foundations forged through decades of experience, we are local experts with global reach. We are committed to obtaining the best outcomes for our clients through stakeholder engagement, strategic communications and advocacy.
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Frequently Asked Questions
What does FGS Global pay for a Head of Customer Success, AI+ Labs?
FGS Global offers a competitive compensation package for the Head of Customer Success, AI+ Labs role. The salary range is USD 140k - 180k per year. Apply through Clera to learn more about the full compensation details.
What does a Head of Customer Success, AI+ Labs do at FGS Global?
As a Head of Customer Success, AI+ Labs at FGS Global, you will: the Head of Customer Success will lead a team to drive consultant adoption and measurable business impact from Labs capabilities. Responsibilities include building success frameworks, overseeing training programs, and collaborating with practice teams..
Is the Head of Customer Success, AI+ Labs position at FGS Global remote?
The Head of Customer Success, AI+ Labs position at FGS Global is based in New York, United States and Kingston, New York, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Head of Customer Success, AI+ Labs position at FGS Global?
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