Job Title: Head of Customer Success

Location: Remote – North America (Permanent Remote Work)

Position Type: Full-time, Permanent

Industry: Advertising / Event Management / PR / Market Research (AdTech)

Role Overview:

Our client is a rapidly growing AdTech SaaS startup focused on helping ecommerce brands drive better performance through identity resolution and privacy-first marketing. The company supports over 200 B2C brands with cutting-edge tools that boost email and ad network conversion, enabling personalised engagement across digital channels.

As the Head of Customer Success , you will lead enterprise client relationships, enhance retention and upsell opportunities, and guide clients on advanced email and SMS marketing strategies. You'll bring deep experience with platforms like Klaviyo , Yotpo , Sendlane , and Attentive , and serve as a strategic partner in a fast-paced, growth-focused environment.

Responsibilities:

Strategic Client Engagement & Retention

• Lead and manage a portfolio of high-value and enterprise accounts.

• Serve as a trusted advisor, aligning client goals with measurable outcomes.

• Build deep executive relationships and conduct strategic business reviews (QBRs).

ESP Expertise & Strategic Guidance

• Provide hands-on guidance across platforms like Klaviyo, Yotpo, Sendlane, and Attentive.

• Improve campaign performance through segmentation, personalisation, and lifecycle strategies.

• Stay on top of evolving email/SMS marketing trends and technologies.

Data-Driven Success & Salesforce Mastery

• Use Salesforce to manage client health, risk forecasting, and revenue pipeline.

• Deliver detailed reporting and insights to leadership and clients.

• Track KPIs and drive improvements through continuous data analysis.

Team Leadership & Operational Excellence

• Mentor team members and scale best practices in a startup environment.

• Collaborate across Sales, Marketing, Product, and Analytics teams.

• Build repeatable playbooks for onboarding, feedback loops, and value delivery

Must-Have Qualifications

• 7+ years in a leadership role within B2B SaaS , specifically in Customer Success or Account Management.

• Expertise with ESP tools : Klaviyo, Yotpo, and Sendlane.

• 5–7 years managing strategic relationships with enterprise clients.

• Strong experience in email/SMS marketing strategy , performance optimisation, and campaign planning.

• Proficiency with Salesforce for tracking engagement and revenue.

• Strong analytical, presentation, and stakeholder management skills.

• Comfortable in a fast-paced startup environment with shifting priorities.

• • Familiarity with tools like Attentive, Mailchimp, Campaign Monitor, etc.

• AdTech or ecommerce background.

• Knowledge of growth marketing, lifecycle campaigns, or data-driven retention strategies.

Perks and Benefits:

• 100% remote work setup
• Full healthcare coverage
• ****Competitive salary + equity options
• ****401(k)
• Work with an award-winning leadership team
• Make a direct impact in a high-growth tech company

Contact Person: Elvis Eckardt