Head Of Customer Success & Growth US & Canada (all genders)

GotPhoto•New York, NY

3d•Remote

About The Position

At GotPhoto, we are freeing photographers to be more successful. Through our platforms GotPhoto.com and fotograf.de, we help professional photographers simplify and transform the way they work — from photo management and client communication to ordering and payment processing. Our end-to-end workflow and e-commerce solution gives photographers more time to focus on what matters most: being behind the lens. Since 2012, we’ve built a sustainable and profitable business driven by entrepreneurial spirit, innovation, and a deep understanding of photographers’ everyday challenges. Today, thousands of photographers trust our software, creating their own success stories along the way. As the leading e-commerce engine for professional volume photographers and a business backed by EQT, one of the world’s leading private equity firms, we’re powered by a team of 150+ talented and international people building technology that simplifies photographers’ everyday work and helps them focus on capturing meaningful moments. Join us on our journey to empower photographers like never before. GotPhoto is seeking a Head of Customer Success to a team responsible for customer retention, expansion, and long-term customer growth across our Enterprise and Scale-Up segments. This is a senior leadership role responsible for defining and executing the Customer Success strategy with Net Revenue Retention (NRR) as the north star. You will lead a high-performing team focused on driving adoption, expansion, and executive-level customer partnerships while building scalable processes that accelerate growth. You will partner closely with Sales, Product, Marketing, and Leadership to ensure customers achieve measurable business outcomes and maximize the value of the GotPhoto platform.

Requirements

8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platforms.
Proven track record leading teams responsible for retention, expansion, and revenue growth.
Strong commercial mindset with experience managing usage-based or GMV-driven business models.
Executive presence with the ability to influence senior stakeholders internally and externally.
Highly data-driven with the ability to translate metrics into clear growth strategies.
Experience scaling teams and building operational frameworks in a high-growth environment.

Nice To Haves

Experience in photography, creative services, marketplaces, or other service-driven verticals.

Responsibilities

Own Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growth.
Lead and develop a high-performing Customer Success organization with clear performance accountability.
Drive GMV growth through strategic account planning, executive engagement, and value-based customer partnerships.
Ensure renewal success by proactively managing risk, adoption, and customer health.
Establish scalable Customer Success processes, playbooks, and operating rhythms to support growth.
Use customer insights and data to inform strategy, forecasting, and cross-functional decision-making.
Partner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomes.
Act as the Voice of the Customer and influence product and go-to-market priorities.
Build a culture of accountability, customer focus, and continuous improvement across the team.