Head of Customer Success

Antavo • London, CA

1d • Remote

About The Position

Antavo is a rapidly growing, VC-backed scale-up disrupting the loyalty management market with its innovative omnichannel technologies. We are recognized by Gartner and Forrester as a leading pure-play loyalty management platform.

The Antavo Team is a passionate, dynamic, innovative and fun-loving professional team. From consultative salespeople to savvy marketers to tech whizzes, we have a diverse team of talented individuals with one unified focus: our customers. Customers are at the heart of everything we do, and we pride ourselves on always taking an innovative, customer-centric approach to creating the right experiences, products, and content for them. With big dreams and a grand mission, we’re looking for great like-minded people to join us - people who are as passionate, fearless and entrepreneurial.
If you’re looking for a dynamic, no corporate-BS environment to learn, grow, and really make an impact, we could be the perfect fit for you!

HI THERE, I’m Balázs Nagy
Head of Customer Operations here at Antavo

We are a product-driven company. Our team is made up of passionate, smart people who help our customers achieve their goals by providing support during the implementation of their loyalty programs. We are looking for a Head of Customer Success to join our friendly and agile team.

I’m looking forward to working with you!

Requirements

• Proven experience leading a Customer Success and/or Account Management teams
• Comfortable with frequent international travel as part of Customer relationship management
• Experience: 5+ year in customer success, account management, or client-facing leadership roles, ideally in marketing technology, or loyatly platforms
• Leader & influencer: Proven ability to motivate teams, communicate effectively across all levels, and influence both internal and external stakeholders
• Strategic thinker: Able to define and execute strategies that drive adoption, retention and revenue growth
• Organized & result driven: Ability to manage multiple accounts, priorities, and complex projects simultaneously
• Commercially minded: Skilled at identifying business opportunities and risks, negotiating with confidence, and driving outcomes under pressure
• Customer-obsessed: Passionate about customer success, able to translate data and insights into actionable recommendations
• Analytical & creative: Problem-solver with a storng appetite for data, creativity in overcoming obstacles, and curiosity to understand root causes
• Strong working knowledge of SaaS integrations, system architecture, and digital product delivery, with the ablilty to engage credibly in technical conversations without relying entirely on specialist teams
• Expert knowledge: Deep understanding of CRM, and retail marketing best practices

Responsibilities

• Ultimately the responsibility for reducing customer churn, ensuring product adoption (including new modules and newly created products) sits with this role.
• Understanding our customers on a deep level and representing them within the company at management meetings and ensuring items core to the customer satisfaction are at the forefront of leadership’s consciousness.
• Team Leadership: Lead, mentor, and develop a high-performing Customer Success team, fostering a culture of customer advocacy and excellence.
• Strategy & Planning: Define the customer success strategy aligned with Antavo’s business goals, ensuring scalable processes and proactive customer engagement.
• Performance Management: Set KPIs and success metrics for the team, track outcomes, and implement initiatives to continuously improve customer satisfaction and retention.
• Executive Relationship Ownership: Build and maintain strong senior and executive-level relationships across strategic customer accounts, ensuring Antavo is positioned as a trusted long-term partner beyond day-to-day operational contacts.
• Face-to-Face Customer Engagement: Travel regularly to meet customers in person, strengthening relationships, supporting strategic discussions, and representing Antavo during key business reviews, escalations, and growth opportunities.
• Technical Credibility: Lead confident discussions on technical and operational topics with customers, demonstrating sufficient technical understanding to challenge assumptions, clarify risks, and align internal technical teams with customer expectations.
• Product Advocacy: Act as a bridge between customers and the Antavo product team, ensuring the customer voice informs the product roadmap and maximizing product adoption.
• Support Advocacy: Collaborate with Support, Professional Services, and Engineering teams to ensure timely and effective resolution of customer issues, acting as the ultimate escalation point.
• Voice of the Customer: Collect, aggregate, and communicate customer insights across Antavo, promoting awareness of customer priorities at all levels of the organization.
• Escalation Management: Ensure customer incidents are resolved efficiently and projects delivered successfully, coordinating cross-functional resources.
• Project Coordination: Organize internal resources to meet customer loyalty program requirements – training, change requests, configurations, and implementations.
• Process Optimization: Identify and implement scalable processes that enhance team efficiency and customer satisfaction.

Benefits

• The opportunity to quickly advance in your career
• AntavoCare health insurance benefit
• International vibe: our working language is English, and we have 100 colleagues from 8 different nationalities
• A dynamic, no corporate-BS environment to learn, grow, and really make an impact
• You will have a strong team around you to support you in reaching your goals

What This Job Offers

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