[Hiring] Head of Customer Success @Albatross

Role Description

Our results sell Albatross. Your job is to get every customer to them, fast, and turn them into revenue. You own everything after signature:

• The seven weeks to a live A/B test
• The result the customer can measure
• The conversion to a long-term contract
• The renewal and the growth after it, use case by use case and marketplace by marketplace

Velocity is the key: a customer who goes live in seven weeks and sees the lift in week eight renews and expands. Until customers see the results, you and your team are the reason they trust us. Maintain that trust and bring them fast to the results.

The platform is the product: four primitives, one platform, configured, not coded. You make sure customers use what we built, as designed. Every customer that goes live without custom code is a customer we can scale to. Your team is what lets us add customers without adding engineers, and it is never the bottleneck.

We want a builder. Today the founders and the data scientists run deployments. You take that over, build the Deployment Strategist team that runs it, and turn it into a machine: one strategist per five customers, every customer on all four primitives.

You own the customer. Sales hands over at signature and does not take it back. You will:

• Own every customer relationship after signature, as the senior point of contact for their CPO, VP of Data and VP of Engineering.
• Run every pilot to a result: live A/B test in seven weeks, uplift measured, contract converted.
• Keep customers on the platform: primitives and platform components as designed, configuration over custom code.
• Own renewals and upsells: every live customer to all primitives, and group agreements rolled out to every marketplace the group owns.
• Handle customer QBRs and show impact.
• Own customer support: one front door, fast answers, incidents handled with the customer informed before they ask.
• Hire, build and lead the Deployment Strategist team across Europe and the US. The first is already hired.
• Turn every customer into a reference: case studies, press releases, a CPO who takes the call from the next prospect.

Qualifications

• You come from software.
• You have deployed a SaaS or API product into enterprise customers.
• 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.
• 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, know what data a model needs, and can guide the analysis yourself.
• You move fast and hold the line: do not overpromise, do not let scope grow, and 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.
• 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.

Requirements

• 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.
  • The deployment playbook is written: what a strategist does from kickoff to A/B readout, with no custom code in it.
  • Support has one front door and a response time customers can quote.
  • The second Deployment Strategist is hired.
• 12 months:
  • Pilots convert into long-term contracts at a rate the business can plan on, and deployments go live in less than five weeks.
  • Every live customer runs all four primitives, or has a dated plan to get there.
  • Every production customer is a reference, and at least three are public case studies.
  • The Deployment Strategist team runs customer deployments on its own, and the customer count has grown without your team.

Benefits

• Europe-based: total at target €180-230k (€140k-€170k gross base salary + €40k - €60k variable at target).
• Equity, four-year vesting, one-year cliff.
• Full remote flexibility across Europe.