Head Of Customer Success

Jobgether

3d

About The Position

This senior leadership role offers the chance to shape and scale a high-performing Customer Success organization in a fast-growing, innovative environment. You will own the strategy for customer retention, expansion, and long-term growth, ensuring clients achieve measurable outcomes while maximizing the value of the platform. Leading a talented team, you will implement scalable processes, foster executive-level relationships, and use data-driven insights to drive revenue growth. The role requires close collaboration with cross-functional teams including Sales, Product, and Marketing, allowing you to influence both product development and go-to-market strategies. You will be instrumental in creating a culture of accountability, customer focus, and continuous improvement while having a direct impact on business success.

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 both internally and externally.
• Highly data-driven, capable of translating metrics into actionable growth strategies.
• Experience scaling teams and building operational frameworks in high-growth environments.

Nice To Haves

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

Responsibilities

• Drive Net Revenue Retention (NRR) by ensuring customer retention, expansion, and long-term revenue growth.
• Lead, mentor, and develop a high-performing Customer Success team with clear performance accountability.
• Plan and execute strategic account initiatives to drive GMV growth and foster value-based customer partnerships.
• Proactively manage customer health, adoption, and renewal success to mitigate risk.
• Build and scale Customer Success processes, playbooks, and operating rhythms to support organizational growth.
• Leverage customer insights and data to guide strategy, forecasting, and cross-functional decision-making.
• Act as the Voice of the Customer, influencing product enhancements and go-to-market priorities.
• Cultivate a team culture focused on accountability, collaboration, and continuous improvement.

Benefits

• Competitive salary and meaningful equity participation.
• Collaborative, transparent, and growth-oriented culture with bi-annual reviews and feedback cycles.
• Flexible work schedule and generous time-off policy, including unlimited vacation and flexible sick days.
• Paid medical leave and paid parental leave.
• Opportunities to meet the full team in person twice yearly.
• Fitness and wellness support, including free FitOn membership with monthly credits.
• Annual learning and development budget of $500.
• Tools and resources to support productivity and personal growth.

What This Job Offers

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