Interim Head of Customer Success

Line Manages: Customer Success Leads, CSMs, Tech touch CSM and Migrations CAE

Works with: Client Team, Sales Team, wider Artlogic team

Location: London

Term: Interim (15 months)

About us

Artlogic is a leading technology platform for the art world. Founded in 1989, Artlogic empowers over 6,000 galleries, dealers, and art professionals worldwide to streamline their operations and grow their businesses. The company’s integrated platform combines inventory management, CRM, websites, sales, marketing, and payment tools, everything needed to run a modern and successful art business.

In 2021, Artlogic was acquired by tech investors Cove Hill Partners to accelerate innovation and expand its global reach. Since then, the company has doubled in size, with employees across London, New York, Atlanta, and Cape Town.

Today, Artlogic is entering an exciting new chapter through its merger with Art Cloud, another industry leader in art technology. Together, the two companies are uniting complementary platforms to build the most comprehensive, forward-thinking solution for the art world. This collaboration brings together deep expertise across CRM, sales, marketing, inventory, payments, and AI-powered tools, empowering galleries, artists, and collectors worldwide.

Joining Artlogic means becoming part of a growing global team that is shaping the future of how art is bought, sold, and managed, both online and in person.

Leading a newly formed Customer Success team (High, Medium, Low and Tech Touch Customer Success, alongside Migrations and two Team Leads) you will provide clarity, consistency and direction during a period of change. You will coach and develop leaders, strengthen collaboration across the team and ensure our people are equipped to deliver exceptional customer outcomes.

Working closely with the VP of Customers and wider leadership team, you will assess the current Customer Success function and implement practical improvements across people, processes, customer journeys, tooling and performance. With responsibility spanning Artlogic and Art Cloud, you will help create greater alignment across products and teams while strengthening customer adoption, retention and expansion.

As an interim transformation role, the focus is on delivering meaningful change and leaving the function stronger than you found it. Success will mean a capable leadership team, embedded and scalable ways of working, greater operational maturity and a stable, high-performing Customer Success organisation positioned to support Artlogic’s continued growth.

• Lead the Customer Success function through transformation, establishing clear priorities, ownership, responsibilities and ways of working.
• Assess and continuously improve the operating model, customer journeys, processes, playbooks and tooling to drive consistency, efficiency and customer outcomes.
• Establish clear operating rhythms, KPIs, governance and reporting across customer health, adoption, retention, expansion, operational performance and business risk.
• Use customer and operational data to identify trends, proactively manage risk and opportunities, and inform business decision-making.
• Partner across Sales, Product, Support, Migrations and Engineering to align Customer Success with wider business priorities, strengthen the customer experience and ensure the function is scalable for future growth.

• Provide clear day-to-day leadership, priorities and objectives for CSMs and Team Leads, ensuring accountability against Customer Success goals and KPIs.
• Support CSMs with complex customer escalations, providing coaching and practical recommendations on the best course of action, and joining escalated customer conversations directly where senior involvement is needed.
• Coach and develop CSMs and Team Leads, assessing capability and providing targeted development, training and support to strengthen performance and leadership capability.
• Establish consistent management rhythms, including one-to-ones, performance reviews, coaching and team meetings, fostering a collaborative and high-performing culture.
• Support recruitment, onboarding, succession and resource planning to build team capability, resilience and readiness for future growth.
• Lead the team through organisational change and embed a commercially minded approach that balances exceptional customer outcomes with adoption, retention, renewal and expansion

• Assess and optimise Customer Success operations, identifying opportunities to improve processes, customer journeys, tooling, automation and operational efficiency.
• Develop and embed scalable customer health frameworks, success metrics and intervention strategies that enable proactive management of customer risk and opportunity.
• Strengthen lifecycle processes across migration, onboarding, adoption, retention and expansion, ensuring clear ownership and seamless customer transitions.
• Establish…