Head of Customer Success
A
AlbatrossAI product discovery
Remote in Europe, ideally Zurich or London. Full remote flexibility across Europe. Workable locations: United Kingdom. Ireland. Switzerland. Denmark. France. SpainFull-TimeDirector
SalaryEurope-based: total at target €180-230k (€140k-€170k gross base salary + €40k - €60k variable at target).
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Job Details
- Required Skills
- RESTful APIsCustomer SuccessSaaSA/B testing
Requirements
- Come from a software background.
- Have deployed a SaaS or API product into enterprise customers.
- Know the difference between building bespoke solutions and configuring a platform.
- Have built a customer success, deployment, or solutions function from zero at a startup.
- Have managed performance using metrics such as time to live, pilot-to-contract conversion, and net revenue retention.
- Have owned enterprise customer renewals and expansion, with demonstrated results.
- Have hired and led a technical, customer-facing team, such as solutions engineers, implementation consultants, forward deployed engineers, or data analysts.
- Be technically capable of reading an A/B test, understanding the data a model needs, and guiding analysis.
- Be able to manage scope, avoid overpromising, and deliver results quickly.
- Experience with marketplaces, e-commerce, search, personalisation, or recommendation products is a strong plus, not a requirement.
- Be willing to travel.
Responsibilities
- Own customer relationships after signature as the senior point of contact for customers’ CPOs, VPs of Data, and VPs of Engineering.
- Run each pilot through a live A/B test, measured uplift, and contract conversion.
- Keep customers on the platform’s primitives and components, using configuration instead of custom code.
- Own renewals and upsells, expand adoption of all primitives, and roll out group agreements across marketplaces.
- Lead customer QBRs and present customer impact.
- Own customer support, establish one front door, provide fast answers, and keep customers informed during incidents.
- Hire, build, and lead the Deployment Strategist team across Europe and the US.
- Turn customers into references through case studies, press releases, and prospect references.
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