Head of Customer Success

Requirements

Who you are You come from software. You have deployed a SaaS or API product into enterprise customers, and you know the difference between building bespoke solutions and configuring a platform. You have built a customer success, deployment or solutions function from zero at a startup, and you ran it on numbers: time to live, pilot-to-contract conversion, net revenue retention.

You have owned renewals and expansion for enterprise customers, with the numbers to show it. You have hired and led a technical, customer-facing team: solutions engineers, implementation consultants, forward deployed engineers or data analysts. You are technical.

You can read an A/B test, you know what data a model needs, and you can guide the analysis yourself. Our customers' VPs of Data will test you. You move fast and you hold the line.

You do not overpromise, you do not let scope grow, and you get to a strong result fast and iterate from there. You stay calm when the page is down. If we are down, the customer's homepage is down.

We own their critical path. You have worked with marketplaces, e-commerce, or search, personalisation or recommendation products. A strong plus, not a must.

You like to travel. Human contact is irreplaceable. You are eligible to work in Europe.

The motion is proven. You make it run without the founders, then you make it faster. What success looks like 3 months: Every live customer and every active pilot knows you as their point of contact, and you have met them in person.