Description

Join our dynamic sales team, a group deeply attuned to our Ideal Customer Profile (ICP) and dedicated to forging lasting partnerships that drive significant revenue growth. Leveraging a thorough understanding of our customers' challenges and needs, this team strategically positions our platform as the premier solution in the market.

We are seeking an experienced and results-oriented Head of Customer Success to take strategic and operational ownership of our client relationships throughout their entire journey with us. As we continue to scale rapidly, we need a strong and visionary leader to guide our talented Customer Success team, bring invaluable expertise, and implement industry-leading best practices.

What You Will Do

• Develop and execute comprehensive strategies aimed at increasing client recurring revenue, with a focus on improving take rate and monthly transaction revenue (MTR).
• Design, implement, and oversee effective upsell and cross-sell programs tailored to various client segments.
• Proactively reduce client churn through the implementation of strategic communication initiatives and predictive early warning systems.
• Build and maintain insightful analytics dashboards to meticulously track key metrics such as upsell, cross-sell, and client retention trends over time.
• Spearhead the design and launch of a robust Customer Health Score system (leveraging HubSpot) to proactively identify clients at risk and uncover new opportunities for upsell and cross-sell engagements.
• Collaborate closely with the product team to provide crucial customer insights that inform and shape pricing strategies aligned with customer success objectives.
• Optimize internal processes and workflows to minimize errors and reduce risk, ensuring consistently smooth and positive customer experiences.

What We Expect

• Experience: 3+ years of progressive leadership experience as a Lead or Head of Customer Success, directly managing a team of at least five individuals, with a demonstrable track record of success in driving upsell and cross-sell initiatives.
• SaaS Expertise: A strong background in B2B SaaS with a recurring revenue model, ideally with experience serving clients in the mobile app development or publishing industries.
• Analytics Skills: Exceptional proficiency in analyzing critical performance metrics, including take rate, MTR, and Lifetime Value (LTV), to drive data-informed decision-making and strategic planning.
• Tools Knowledge: Hands-on expertise with Customer Relationship Management (CRM) systems (HubSpot is highly preferred) and marketing/sales automation tools.
• Communication and Leadership: Excellent negotiation and interpersonal skills, with a proven ability to build strong, long-term client relationships and effectively lead and develop a Customer Success team.
• Language: Professional fluency in English at a B2 level or higher.
• Proven Results: A willingness to share quantifiable achievements and success stories related to upsell, cross-sell, client retention, churn reduction, and Net Promoter Score (NPS) growth.

Nice To Have

• Experience in designing and implementing effective incentive structures for Customer Success teams focused on achieving upsell, cross-sell, and churn reduction targets.
• Familiarity with Apple Search Ads (ASA) and other mobile product promotion and user acquisition tools.
• Exposure to international markets and experience managing relationships with enterprise-level clients.
• Relevant customer success certifications from recognized institutions (e.g., Pulse Academy, SuccessHacker).

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.