Head of Customer Success

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary point of contact for CPOs, VPs of Data, and VPs of Engineering, managing every customer relationship post-signature.

• Lead each pilot to a live A/B test within seven weeks, tracking uplift and contract conversion.

• Ensure that customers utilize the platform's four primitives and configured components instead of custom code.

• Manage renewals, upsells, customer QBRs, and growth across various marketplaces.

• Oversee customer support with a single point of contact, providing quick responses and proactive incident communication.

• Recruit, develop, and lead the Deployment Strategist team across Europe and the US.

• Create the deployment playbook and transition deployments from founders and data scientists to the Deployment Strategist team.

• Transform customers into references through case studies, press releases, and executive endorsements.

• Enhance deployment speed, customer adoption, retention, and revenue growth.

⛳️ Requirements

• Proven experience in deploying a SaaS or API product to enterprise clients.

• Demonstrated history of establishing a customer success, deployment, or solutions function from the ground up at a startup.

• Experience in managing operations based on metrics such as time to live, pilot-to-contract conversion, and net revenue retention.

• Track record of overseeing renewals and expansions for enterprise customers, with quantifiable results.

• Proven experience in hiring and managing a technical, customer-facing team.

• Technical proficiency to interpret an A/B test, comprehend the data a model requires, and guide analysis.

• Ability to act swiftly, avoid overpromising, manage scope, and iterate towards successful outcomes.

• Capacity to remain composed and effective during production incidents.

• Familiarity with marketplaces, e-commerce, search, personalization, or recommendation products is a strong advantage, but not mandatory.

• Willingness to travel as needed.

• Must be eligible to work in Europe.

🏝️ Benefits

• Equity with a four-year vesting period and a one-year cliff.

• Flexible remote work options available throughout Europe.

• Variable compensation ranging from €40k to €60k when targets are met.