Interim Head of Customer Success (Maternity Cover)

Artlogic is an art-world technology platform serving over 6,000 galleries, dealers, and art professionals globally. Following a merger with ArtCloud, the combined business is consolidating its Customer Success function and requires an experienced interim leader to provide stability and direction during this transition.

This role sits across both Artlogic and ArtCloud, covering High, Medium, Low, and Tech Touch Customer Success segments alongside Migrations. The focus is on establishing clear operating rhythms, embedding scalable ways of working, strengthening customer health frameworks, and leaving a more capable and commercially minded team in place. The role involves close collaboration with Sales, Product, Support, and Engineering to align customer outcomes with broader business priorities.

• Lead the Customer Success function through organisational transformation, establishing priorities, ownership structures, and operating cadences across the team.
• Coach and develop CSMs and Team Leads, providing targeted feedback, development support, and hands-on involvement in complex customer escalations.
• Assess and optimise customer journeys, playbooks, tooling, and processes to improve consistency and operational efficiency.
• Define and embed KPIs, governance frameworks, and reporting across customer health, adoption, retention, and expansion.
• Own the customer expansion strategy in partnership with Sales, Marketing, and Product to identify and accelerate growth opportunities.
• Formalise migration and onboarding workflows for customers transitioning between Artlogic and ArtCloud platforms, ensuring clear ownership and a consistent customer experience.

• Proven experience leading a Customer Success function at a SaaS company, ideally through a period of change or integration.
• Strong capability in coaching and developing CS leaders and frontline CSMs.
• Demonstrated ability to design and implement scalable CS operating models, playbooks, and health frameworks.
• Experience managing churn mitigation, renewal forecasting, and expansion programs across a segmented customer base.
• Comfortable working cross-functionally with Sales, Product, Engineering, and Support to align on customer outcomes.
• Data-driven approach to identifying risk and opportunity, with the ability to translate insight into practical team and process improvements.

Artlogic is a technology platform for the art world, founded in 1989 and serving more than 6,000 galleries, dealers, and art professionals globally. Its integrated suite covers CRM, inventory, websites, sales, marketing, and payments. Acquired by Cove Hill Partners in 2021, Artlogic has since merged with ArtCloud to build a broader offering for galleries, artists, and collectors worldwide.