Head of Customer Success, North America

Aon's Talent Solutions team is hiring a Head of Customer Success, North America to lead how we serve and grow our client portfolio across the region. This role is accountable for the outcomes and experience of a large set of North American clients, working through a team of 25 Customer Success Managers to ensure our clients understand our solutions, see tangible value and choose to continue partnering with us.

While this role can be hybrid out of a US based Aon office, with preference to our Santa Clara, CA location.

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one engaged team, and we are passionate about helping our colleagues and clients succeed.

This role focuses on building and leading a high-performing, Customer Success function across North America, with clear ownership, strong engagement, and consistent execution. Success is defined by delivering a consistent experience for clients while enabling regional teams to focus on the most strategic relationships. It also requires effectively implementing and evolving the global Client Success model with input from North America, and ensuring the Mexico team operates as a fully integrated extension of the region, providing a seamless experience for clients and internal partners.

• Deliver a consistent client experience, ensuring clarity in ownership, engagement model, and service expectations.
• Use client feedback, internal insights, and performance metrics to measure effectiveness and drive continuous improvement.
• Partner with Product and Operations to maintain high-quality, reliable data and services.
• Shape and evolve the North America Customer Success model, aligning to global standards while incorporating regional insight.
• Lead the client portfolio, ensuring clear segmentation and a consistent, efficient engagement approach.
• Collaborate with global and regional leaders to drive consistency in client segmentation and service delivery.
• Build and develop a high-performing Customer Success team through hiring, coaching, and performance management.
• Establish strong operating rhythms and governance, including regular portfolio reviews, client health checks, and risk management.
• Ensure full integration of the Mexico Customer Success team as an extension of North America, with aligned processes, performance standards, and a seamless client experience.

You will help shape and embed a global Customer Success model, working closely with your counterparts in Europe, the Middle East and Africa and Asia-Pacific, ensuring that North America is fully aligned whilst still reflecting local market needs. A key part of the role is leading and integrating our Mexico Global Capability Centre Customer Success team into the North America model, so that it functions as a seamless extension of the regional organization and supports delivery at pace and scale.

• Significant experience (typically 10+ years) in Customer Success, Account Management or Customer Operations roles in a B2B environment (ideally software, data, analytics, or complex services).
• Proven track record of leading and scaling teams, including people leadership across multiple locations or time zones.
• Experience operating within a global or multi-region model, with exposure to shared service or hub-and-spoke structures (e.g. nearshore/offshore teams, capability centers).
• Demonstrated ability to design or embed operating models (for example, segmentation, coverage models, playbooks) and turn them into day-to-day reality for teams and clients.
• Comfortable using data and metrics (such as client health, satisfaction measures, service and operational metrics) to enhance performance and drive decisions.
• Strong stakeholder skills, able to work effectively with Product, Sales, Operations and regional leadership, and to represent the North America perspective in global forums.
• Excellent communication skills, with the ability to translate complex operational concepts into clear, practical direction for teams and clients.

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

The salary range for this position (intended for U.S. applicants) is $175,000-$210,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant's geographic location.

This position is eligible to participate in one of Aon's annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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