– Proven experience leading a customer support/customer success function (or acting as the senior “go-to” who sets the standard).

– Strong stakeholder management skills, ideally in environments where outcomes rely on influence, coordination, and clear expectations.

– Excellent judgement under pressure: you can prioritise, problem-solve, and keep service moving without cutting corners.

– Comfort operating systems while steadily improving them.

– A coaching leadership style that lifts capability and builds independence