Description:

The mission of this role is to ensure every partner using the rewards platform achieves a measurable and sustained lift in their core business KPIsretention, conversion, engagement, and GMV.

As Head of Customer Success, you will own the entire post-integration lifecycle, transforming new customers into long-term power users and strategic partners. Your success will be measured by net revenue retention, expansion revenue, and customer advocacy. As partners scale, you ensure the platform scales with them.

This is a leadership role that blends customer strategy, revenue ownership, product influence, and team building.

Core Responsibilities:

1. Customer Retention, Health & Revenue Ownership

- Churn & Risk Management: Build and own customer health frameworks using usage, GMV, and engagement signals. Proactively identify risk, diagnose root causes, and drive interventions to prevent churn.

- Renewals & NRR: Own renewals for subscription and usage-based accounts, ensuring high gross and net revenue retention with minimal revenue leakage.

- Executive Relationships: Serve as the senior point of contact for strategic and high-value partners, managing escalations and long-term account strategy.

2. Strategic Growth, Expansion & Monetization

- Account Expansion Strategy: Identify and execute upsell and cross-sell opportunities by expanding reward use cases across the customer lifecycle (e.g., referrals, reactivation, engagement loops).

- Product Adoption Leadership: Drive the transition of customers from no-code or lightweight usage to deeper API/SDK integrations as their scale and sophistication increase.

- GMV & Volume Growth: Partner with customers to optimize reward structures, participation rates, and campaign designdirectly impacting platform GMV and expansion revenue.

3. Consultative Reward Science & Value Realization

- ROI & Impact Reporting: Establish standardized and executive-ready ROI reporting that clearly attributes retention, conversion, and engagement lift to rewards usage.

- Best Practices & Playbooks: Build and maintain industry-specific success frameworks and blueprints that define optimal reward values, triggers, and campaign structures.

- Trusted Advisor Role: Act as a strategic consultant to customer leadership teams, advising on incentive design, experimentation, and long-term growth strategy.

4. Product & Cross-Functional Leadership

- Voice of the Customer: Translate customer insights and feature requests into clear, data-backed product requirements and influence roadmap prioritization.

- Process & Systems: Design scalable CS processes, tooling, and dashboards for onboarding, health tracking, renewals, and expansion.

- Team Building: Hire, mentor, and scale a high-performing Customer Success team as the business grows.

Ideal Profile:

- Senior Customer Success Leader: 7 - 12 years of experience in Customer Success, Account Management, or Revenue Operations within B2B SaaS, Fintech, MarTech, or developer-focused platforms.

- Revenue-Oriented Mindset: Strong ownership of renewals, upsells, expansion, and usage-based monetization. Comfortable owning NRR and GMV targets.

- Highly Data-Literate: Deep comfort working with usage data, transaction metrics, cohort analysis, and health scoring models.

- Technically Fluent: Strong understanding of APIs, SDKs, webhooks, and no-code toolsable to engage credibly with product, engineering, and customer tech teams.

- Executive Communicator: Proven ability to build trust and influence across startup founders, product leaders, and enterprise stakeholders.

- Builder Mentality: Comfortable operating in ambiguity, creating systems from scratch, and scaling functions in a high-growth environment.