FGS Global · 18 hours ago
Head of Customer Success, AI+ Labs
Washington, DC
Full-time
Hybrid
Director/Executive
$140K/yr - $180K/yr
8+ years expFGS Global is the world’s leading stakeholder strategy firm, and they are seeking a Head of Customer Success to lead the Success Team. The role involves driving consultant adoption and measurable business impact from Labs capabilities while building and scaling a team of specialists across North America and Europe.
Business IntelligenceConsultingPublic Relations
Responsibilities
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
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)
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
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
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
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
Qualification
Required
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
Preferred
Multilingual capabilities (nice to have)
Company
FGS Global
FGS Global provides public relations consultancy services to serve the domestic and international clients.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$62.39MKey Investors
Kohlberg Kravis Roberts
2024-08-07Acquired
2023-10-17Private Equity· $6.46M
2023-04-11Private Equity
Leadership Team
Alexander Geiser
Chief Executive Officer
Michele Soho
Chief Operating Officer, North America
Recent News
Business Wire
2026-01-20
2026-01-09
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