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Head of Scaled Customer Success & Retention
On-siteFull-timeCustomer SuccessEnterprise SoftwareeCommerce Software
Lead the post-onboarding customer success and retention engine for an eCommerce software platform. Manage a multidisciplinary team and build scalable, automated programs that improve adoption, conversion, recovered revenue, and customer lifetime value.
Responsibilities
- Lead, mentor, and establish operating cadences for a team of five direct reports.
- Direct proactive customer success for large accounts, including qualification standards, time-to-value, product adoption, upsell, and retention playbooks.
- Own and scale automated, multichannel failed-payment recovery programs to reduce involuntary churn.
- Oversee review and social-proof programs that support organic acquisition and brand trust.
- Own revenue outcomes for AI-enabled customer experience automation initiatives.
- Partner with Product and Growth teams to improve trial-to-paid conversion across the customer lifecycle.
Requirements
- At least 4 years of experience in Customer Success, Account Management, or post-sale revenue roles within SaaS or high-velocity technology platforms.
- At least 2 years of hands-on experience with Digital CS, Scaled CS, or tech-touch customer success models.
- At least 3 years of direct people management or demonstrated team leadership experience.
- Experience designing or operating automated lifecycle communications and customer engagement journeys.
- Commercial mindset with experience owning retention and revenue metrics, including churn, recovered revenue, net retention, and trial-to-paid conversion.
- Ability to translate behavioral analytics into retention and growth playbooks.
- Familiarity with tools such as Intercom, Zapier, Make.com, Mixpanel, and Tableau.
- Full professional fluency in English, both verbal and written.
Nice to have
- Experience in a B2C company.
- Background in eCommerce, dropshipping, or Shopify integrations.
- Experience with customer advocacy, referral programs, or digital review campaigns.
- Understanding of subscription billing, payment gateways, and automated dunning.