Head of Customer Success

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

📋 Description

• Establishing the Customer Success operating system: Define the workings of Customer Success at RevenueCat as we expand, including customer tiers, coverage models, account plans, health signals, review cycles, renewal and expansion touchpoints, escalation paths, and the distinction between tailored support and scalable programs.

• Leading and mentoring the Customer Success Manager (CSM) team: Oversee, coach, and elevate the performance of a team of CSMs. Assist them in becoming growth generalists with a deep understanding of customers' applications, audiences, business models, goals, constraints, RevenueCat utilization, and opportunities. Identify coaching needs, role modifications, new hires, or clarity in expectations.

• Ensuring strategic account quality: Guarantee that our top accounts have a solid account strategy, including clear customer objectives, app context, product adoption opportunities, risks, stakeholder maps, open requests, next steps, renewal and expansion context, and technical health insights from Technical Account Managers as needed.

• Transforming CSMs into genuine growth partners: Enable CSMs to move beyond generic relationship management. They should be capable of diagnosing potential growth obstacles, recommending practical RevenueCat adoption strategies, interpreting app performance, determining when to involve subject matter experts from our Growth Advisory team, and guiding customers toward more impactful initiatives.

• Streamlining CSM / TAM / Growth Advisory transitions: Collaborate closely with Technical Account Managers (TAM), Support, Sales, Product, and Growth Advisory to ensure customers receive appropriate assistance from the right individuals. CSMs should manage customer context, account strategy, adoption, stakeholder management, and clarity on next steps, while TAMs focus on technical accuracy. Growth Advisory should delve into specific, high-impact growth challenges.

• Converting recurring customer challenges into scalable solutions: When the same issue arises across multiple accounts, ensure it becomes a playbook, template, customer education resource, internal training, webinar, support macro, sales material, product feedback, or documentation enhancement. The aim is not to repeatedly address the same problem but to enhance the company’s knowledge with each resolution.

• Promoting measurable customer and business outcomes: Define and enhance key metrics such as product adoption, account health, customer outcomes, renewal and expansion influence, quality of account strategy, risk visibility, and the team's capacity to create leverage as the customer base grows.

⛳️ Requirements

• 8-12+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a closely related customer-focused role.

• 4+ years of experience managing and scaling customer-facing teams.

• Proven experience in owning or significantly influencing renewal, expansion, account health, adoption, or customer growth outcomes.

• Strong customer-facing presence when engaging with founders, executives, product leaders, growth leaders, and technical teams.

• Experience in developing customer segmentation, coverage models, account planning, health scoring, QBR / EBR processes, renewal processes, or similar Customer Success operating frameworks.

• Sufficient technical fluency to operate effectively within a product-led, developer-focused company.

• Strong analytical judgment: Ability to utilize customer, product, revenue, and usage data to prioritize where the team should focus its efforts.

• Exceptional written communication skills and ability to operate asynchronously.

• A proactive attitude, strong sense of ownership, and commitment to follow-through.

🏝️ Benefits

• Competitive equity in a rapidly growing, Series C startup backed by top-tier investors, including Y Combinator.

• A 10-year window to exercise vested equity options.

• Fully remote and flexible work environment.

• 4-5 weeks of recommended annual time off for mental, physical, and emotional rejuvenation.

• $2,000 USD for workspace setup and an annual stipend of $1,000 USD for continuous learning.