[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.

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
• 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
• 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 have built a customer success function from zero at a startup
• You have owned renewals and expansion for enterprise customers
• You are technical and can read an A/B test
• You move fast and hold the line
• You stay calm when the page is down
• You have worked with marketplaces, e-commerce, or search, personalisation or recommendation products (strong plus)
• You like to travel
• You are eligible to work in Europe

Requirements

• 3 months: Every live customer and every active pilot knows you as their point of contact, and you have met them in person
• Support has one front door and a response time customers can quote
• 12 months: Pilots convert into long-term contracts at a rate the business can plan on
• 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

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