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.

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

We’ve created a collaborative and open work environment. We have a bi-annual review process and a strong feedback culture to ensure your growth.
With teams distributed across the US, we aim to ensure you get to meet with the whole team in person at least twice yearly.
We offer unlimited vacation to help you balance work and life, along with flexible sick days.
We provide paid medical leave and paid parental leave
Enjoy free membership with FitOn with generous monthly credits
You'll receive an annual learning budget of $500

Head of Customer Success

Key skills