Who You Are You’re a natural relationship builder who develops both customers and team members into long-term champions You get energy from solving problems, coaching others, and driving team success You can explain complex ideas simply, clearly, and persuasively, both internally and externally You care deeply about outcomes - using data, insights, and strategy to drive measurable impact You’re adaptable, resilient, and thrive in a fast-paced, evolving SaaS environment You’re a leader and mentor - inspiring, guiding, and holding your team accountable while fostering a positive, high-performing culture You can balance customer needs, team priorities, and business goals with confidence and clarity What You’ll Do Reporting to the General Manager, APAC, you will support our fast-growing base of leading and emerging ecommerce retailers. As a highly motivated Head of Customer Success, you will be responsible for delivering a best-in-class customer experience for our suite of tools including search, merchandising, personalisation, feed management and optimisation solutions. This role includes responsibilities for all Customer Success activities (including onboarding, adoption, advocacy, retention, etc.), team management and outcomes (e.g., renewals, expansion, etc.). You’ll lead a motivated team owning the end-to-end retention, renewal, plus upsell and cross-sell processes. Product adoption, optimisations and best practices will be the foundation of customer outcomes. This is a great opportunity for a Head of CS looking to gain valuable experience leading a high-performing customer-focussed team and grow their career. How You Will Succeed Drive revenue retention and growth, meeting monthly, quarterly, and annual targets while mitigating churn risks and identifying upsell opportunities Own the end-to-end customer lifecycle, from onboarding to renewal, ensuring strong adoption, retention, and expansion Recruit, develop, and lead a high-performing team of Customer Success professionals, aligned with capacity plans and budget Articulate the value of our solutions to ecommerce teams and agencies, sharing best practices and optimisations that deliver measurable ROI Define and oversee customer touchpoint strategies based on segmentation, ensuring consistent and effective engagement Monitor customer health and sentiment metrics to identify risks and areas for improvement Plan and execute scalable customer initiatives, including webinars, workshops, and case studies Gather and leverage customer insights to inform product development and drive continuous improvement Advocate for the customer internally, ensuring their needs influence product, marketing, and service strategies Track and analyse KPIs, implementing corrective actions to achieve business and customer success goals Optimise processes, tools, and systems to scale CS operations and improve efficiency across the region Provide coaching, mentorship, and training to develop team capabilities and performance Collaborate with onboarding, technical support, and partner teams to ensure seamless customer experiences Manage smooth handoffs from Sales to CS, ensuring continuity and clarity for customers Communicate effectively with senior leadership and cross-functional teams to align on strategy and outcomes What We’re Looking For Deep understanding of ecommerce technology trends, challenges, and best practices Experience managing teams and driving performance in a fast-paced, customer-centric environment Proven track record in expansion and retention Exceptional resilience and ability to navigate change in a growing organisation Strong problem-solving skills and a positive outlook on challenges Ability to see challenges as opportunities for growth and improvement Fast and responsive communication through to resolution - with customers and internally Skilled at identifying roadblocks and bottlenecks and putting action plans in place to resolve Excellent communication and interpersonal skills Ability to build and maintain strong relationships with customers and stakeholders Strong analytical and problem-solving skills Experience working in a remote or hybrid work environment Benefits and Company Perks Fast-growing company with a proven playbook for success Work with innovative, industry-leading technology Join a high-performing, supportive team Uncapped commission – your success is rewarded Company-funded health insurance Remote-first and flexible work environment
