Head of Customer Success

Overview

Job Description

Responsibilities

• - Building the CSM operating system: Define how Customer Success works at RevenueCat as we scale: customer tiers, coverage models, account plans, health signals, review cadences, renewal / expansion touchpoints, escalation paths, and the difference between bespoke support and scalable programs.
• - Leading and coaching the CSM team: Manage, coach, and raise the bar for a team of CSMs. Help them become growth generalists who deeply understand customers' apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities.
• - Owning strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant.
• - Making CSMs true growth partners: Help CSMs move beyond generic relationship management. CSMs should be able to diagnose likely growth bottlenecks, recommend practical RevenueCat adoption, interpret app performance, qualify when the subject matter experts from our Growth Advisory team should get involved, and keep the customer moving toward higher-impact work.
• - Clarifying CSM / TAM / Growth Advisory handoffs: Partner closely with TAM, Support, Sales, Product, and Growth Advisory so customers get the right help from the right person. CSMs should own customer context, account strategy, adoption, stakeholder management, and next-step clarity. TAMs should own technical correctness. Growth Advisory should go deep on specific, high-impact growth problems.
• - Turning repeated customer work into scale: When the same issue appears across accounts, make sure it becomes a playbook, template, customer education asset, internal enablement, webinar, support macro, sales collateral, product feedback, or docs improvement.
• - Driving measurable customer and business outcomes: Define and improve the metrics that matter: product adoption, account health, customer outcomes, renewal / expansion influence, quality of account strategy, risk visibility, and the team's ability to create leverage as the customer base grows.

Required Skills

• - Has led Customer Success in a high-quality, high-growth environment. You have led CSMs, account managers, customer growth teams, strategic success teams, or a similar customer-facing function in a B2B SaaS, developer tooling, infrastructure, mobile, or app-growth environment.
• - Can be credible with serious app businesses. You do not need to be the best CRO, CRM, UA, pricing, lifecycle, or monetization expert in the company. But you do need to know what those acronyms stand for without looking it up, and need enough app-growth judgment to have useful conversations with founders, growth leaders, product leaders, and executives.
• - Builds systems without hiding behind process. You can turn messy work into clear account plans, handoffs, playbooks, templates, review cadences, and enablement loops. But you do not create process for its own sake. Your systems make the team faster, sharper, and more useful to customers.
• - Is commercially sharp. You understand renewals, expansion, product adoption, stakeholder management, risk, executive alignment, and the difference between a happy user and a healthy account. You can help CSMs connect customer value to RevenueCat value without becoming pushy or salesy.
• - Is strong enough technically to lead well. You do not need to debug SDK issues yourself, but you do need to understand RevenueCat's product concepts, common integration paths, and technical customer context well enough to know what is going on, what CSMs should answer, and when TAM / Support / Engineering should own the response.
• - Can coach high-ownership people. You set a high bar, give direct feedback, create clarity, and follow through. You know how to help smart people improve without micromanaging them. You are comfortable making hard calls when a person, process, or expectation is not working.
• - Builds for scale, not just for one account. You are not satisfied solving the same problem fifty times. When you see a pattern, you want to turn it into a reusable asset. When a CSM finds a great answer, you want the whole team to benefit. When a customer engagement works, you want to know whether it can become a playbook.
• - Thrives in a remote, async, direct culture. You write clearly, document decisions, communicate early, and do not wait for perfect information before moving. You can work across time zones, functions, and messy ownership boundaries without dropping the ball.

Benefits

• - Competitive equity in a fast-growing, Series C startup backed by top-tier investors, including Y Combinator
• - 10-year window to exercise vested equity options
• - Fully remote and flexible work environment
• - 4-5 weeks of suggested time off annually for mental, physical, and emotional recharge
• - $2,000 USD for workspace setup and $1,000 USD annual stipend for continuous learning