Role Overview

Define and execute the Customer Success strategy aligned with company objectives
Lead and continue to develop our high-performing Customer Success team
Establish clear KPIs focused on retention, expansion, engagement and customer satisfaction
Foster a customer-first culture across the organisation**
Oversee onboarding, adoption, renewal and expansion processes
Develop and improve playbooks and frameworks for different customer segments
Monitor customer health metrics and proactively mitigate churn risks
Ensure consistent delivery of value and measurable outcomes
Build and maintain strong executive-level relationships with key and strategic customers
Act as a senior escalation point for complex or high-risk customer situations, ensuring timely resolution and protecting long-term partnerships
Lead retention strategies for at-risk accounts, including structured recovery plans and stakeholder engagement
Personally support high-value renewals and expansion discussions where appropriate**
Drive net revenue retention and expansion opportunities
Partner with Sales on seamless handovers and upsell strategies
Collaborate with Marketing on customer advocacy and case studies
Support pricing, packaging and go-to-market initiatives with customer insights**
Act as the voice of the customer internally
Work closely with Product to influence roadmap priorities
Collaborate with Operations and Finance to improve forecasting accuracy
Ensure customer feedback loops are structured and actionable**
Own forecasting for renewals and expansion revenue
Report regularly on churn, retention, NPS and engagement metrics
Implement systems and tools to improve data visibility and scalability

Requirements

7+ years’ experience in Customer Success, Account Management or related leadership roles
Proven experience scaling Customer Success teams in a SaaS environment
Strong commercial acumen with a track record of driving retention and expansion
Excellent stakeholder management and communication skills
Data-driven mindset with the ability to translate insight into action
Strategic thinker with strong operational execution capability
Experience in a high-growth or international environment
Experience leading remote or distributed teams**

Benefits

A strong, experienced team you can learn from – with ongoing support, honest feedback, and a real team spirit.
Access to the latest technologies and tools – we work data-driven and efficiently.
Clear targets that we consistently hit – in an environment that recognises and rewards performance.
An international, remote-friendly work environment with colleagues from around the globe.
Fair and transparent compensation – including a competitive base salary and an above-average commission/bonus structure.

Valutico

Open Positions (1)

Customer Service

Head of Customer Success