Head of Customer Success

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

📋 Description

• Manage all customer relationships post-signature as the primary point of contact for Chief Product Officers, Vice Presidents of Data, and Vice Presidents of Engineering.

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

• Ensure that customers utilize the platform's four core components and configured elements instead of custom coding.

• Oversee renewals, upsells, customer quarterly business reviews, and expansion across various marketplaces.

• Manage customer support through a single point of contact, providing quick responses and proactive communication regarding incidents.

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

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

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

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

⛳️ Requirements

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

• Background in establishing a customer success, deployment, or solutions function from the ground up at a startup.

• Expertise in operating functions based on metrics such as time-to-live, pilot-to-contract conversion, and net revenue retention.

• Demonstrated success in managing renewals and expansions for enterprise clients.

• Experience in hiring and leading a technical team that interacts with customers.

• Technical proficiency to interpret A/B tests, comprehend the data required by models, and guide analytical processes.

• Ability to act swiftly, avoid overcommitting, manage project scope, and iterate towards effective outcomes.

• Capability to remain composed and efficient during production incidents.

• Familiarity with marketplaces, e-commerce, search, personalization, or recommendation products is highly advantageous but not essential.

• Willingness to travel as needed.

• Must be eligible to work in Europe.

🏝️ Benefits

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

• Complete remote work flexibility throughout Europe.

• Variable compensation ranging from €40k to €60k at target.