Head of Customer Success

RevenueCat

8d • $216,000 - $216,000 • Remote

About The Position

RevenueCat is seeking a Head of Customer Success to lead and rebuild the CSM function. This role is crucial for evolving the post-sales motion from heroic effort to a scalable, strategic system. The ideal candidate will transform CSMs into growth partners for managed customers, driving adoption, diagnosing issues, and ensuring clear next steps. This is a hands-on role initially, involving direct account management, team coaching, and developing the operational framework for Customer Success at RevenueCat. The company is at a stage where post-sales efforts need to be more systematic, focusing on providing strategic insights on pricing, paywalls, retention, and monetization to a diverse customer base ranging from indie apps to large businesses. The role requires building a tiered approach to customer success, offering deep engagement for top accounts and scalable solutions like webinars and educational content for others. The goal is to make RevenueCat a growth partner, not just a subscription infrastructure provider.

Requirements

• 8-12+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a closely related customer-facing function
• 4+ years managing and scaling customer-facing teams
• Experience owning or strongly influencing renewal, expansion, account health, adoption, or customer-growth outcomes
• Strong customer-facing presence with founders, executives, product leaders, growth leaders, and technical teams
• Experience building customer segmentation, coverage models, account planning, health scoring, QBR / EBR motions, renewal processes, or similar CS operating systems
• Enough technical fluency to operate in a product-led, developer-facing company
• Strong analytical judgment: you can use customer, product, revenue, and usage data to prioritize where the team should spend time
• Excellent written communication and async operating habits
• A bias toward action, high ownership, and direct follow-through

Nice To Haves

• Have worked with mobile apps, subscription businesses, marketplaces, gaming, consumer products, or other businesses where monetization and growth mechanics really matter
• Have scaled a CS motion through a major company stage, for example from roughly $30M ARR to $100M+ ARR, or from a small strategic-account motion to a broader tiered model
• Have led both high-touch strategic accounts and scaled / tech-touch customer programs
• Have experience partnering with Technical Account Managers, Support, Sales, Product, Marketing, and specialist advisory teams
• Have hired and developed CSMs who are more than relationship managers: people with real business judgment, product curiosity, and customer-growth instincts
• Have used customer patterns to influence product roadmap, enablement, marketing, and sales strategy

Responsibilities

• Building the CSM operating system: Define how Customer Success works at RevenueCat as we scale: customer tiers, coverage models, account plans, health signals, review cadences, renewal / expansion touchpoints, escalation paths, and the difference between bespoke support and scalable programs.
• Leading and coaching the CSM team: Manage, coach, and raise the bar for a team of CSMs. Help them become growth generalists who deeply understand customers' apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities. Identify where we need coaching, role changes, new hires, or clearer expectations.
• Owning strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant.
• Making CSMs true growth partners: Help CSMs move beyond generic relationship management. CSMs should be able to diagnose likely growth bottlenecks, recommend practical RevenueCat adoption, interpret app performance, qualify when the subject matter experts from our Growth Advisory team should get involved, and keep the customer moving toward higher-impact work.
• Clarifying CSM / TAM / Growth Advisory handoffs: Partner closely with TAM, Support, Sales, Product, and Growth Advisory so customers get the right help from the right person. CSMs should own customer context, account strategy, adoption, stakeholder management, and next-step clarity. TAMs should own technical correctness. Growth Advisory should go deep on specific, high-impact growth problems.
• Turning repeated customer work into scale: When the same issue appears across accounts, make sure it becomes a playbook, template, customer education asset, internal enablement, webinar, support macro, sales collateral, product feedback, or docs improvement. The goal is not to consult the same problem forever. The goal is to make the company smarter every time we solve it.
• Driving measurable customer and business outcomes: Define and improve the metrics that matter: product adoption, account health, customer outcomes, renewal / expansion influence, quality of account strategy, risk visibility, and the team's ability to create leverage as the customer base grows.

Benefits

• Competitive equity in a fast-growing, Series C startup backed by top-tier investors, including Y Combinator
• 10-year window to exercise vested equity options
• Fully remote and flexible work environment
• 4-5 weeks of suggested time off annually for mental, physical, and emotional recharge
• $2,000 USD for workspace setup
• $1,000 USD annual stipend for continuous learning

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed