Head of Customer Success
New
A
AlbatrossAI software
United KingdomFull-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
- Data AnalysisRESTful APIsCustomer SuccessSaaSA/B testingCustomer support
Requirements
- Experience deploying a SaaS or API product into enterprise customers.
- Experience distinguishing bespoke solutions from configuring a platform.
- Experience building a customer success, deployment, or solutions function from zero at a startup.
- Experience managing performance using metrics such as time to live, pilot-to-contract conversion, and net revenue retention.
- Experience owning enterprise customer renewals and expansion, with results to show.
- Experience hiring and leading a technical, customer-facing team such as solutions engineers, implementation consultants, forward deployed engineers, or data analysts.
- Ability to read an A/B test, understand what data a model needs, and guide analysis.
- Ability to manage scope, avoid overpromising, and move quickly toward results.
- Experience with marketplaces, e-commerce, search, personalization, or recommendation products is a plus.
- Willingness to travel.
Responsibilities
- Own customer relationships after signature as the senior point of contact for CPOs, VPs of Data, and VPs of Engineering.
- Run pilots through a live A/B test, measured uplift, and conversion to a long-term contract.
- Guide customers to use the platform’s primitives and components through configuration rather than custom code.
- Own customer renewals, upsells, customer QBRs, and expansion across customer marketplaces.
- Lead customer support through one front door, fast answers, and incident updates.
- Hire, build, and lead the Deployment Strategist team across Europe and the US.
- Create a deployment playbook and scale customer deployments without adding engineers.
- Turn customers into references through case studies, press releases, and reference calls.
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