Head of Customer Success

Jobgether; Poland; Remote; PLN 320,000 - 520,000; Full time

Benefits offered by this job

Remote work

Strategic leadership role

Autonomy in setup of CS function

Job summary

Jobgether, on behalf of a partner company, seeks a Head of Customer Success based in Poland to own the post-sale experience in a fast-growing B2B SaaS environment. You will drive retention, expansion, and adoption outcomes while building scalable playbooks and leading a growing CS team.

You will partner with Sales, Product, and Engineering to align customer needs, establish health metrics, and manage key strategic accounts.

Qualifications

• Proven leadership experience in B2B SaaS Customer Success with direct people management.
• Experience owning retention and expansion metrics and coaching teams toward commercial outcomes.
• Hands-on leadership, engaging with strategic accounts while growing the team.
• Experience building or scaling CS processes in high-growth companies.
• Strong understanding of end-to-end customer lifecycle (onboarding, adoption, renewal, expansion).

Responsibilities

• Own overall CS strategy with accountability for retention, expansion, and churn.
• Drive customer adoption by increasing product usage breadth and depth.
• Coach and support CS team, stepping into strategic accounts as needed.
• Lead and scale CS org, including hiring and onboarding new members.
• Build scalable CS playbooks for onboarding, adoption, renewal, and expansion.
• Establish CS plans, health scoring, and account-management standards.
• Partner with Sales, Product, and Engineering to align with customer needs.
• Monitor customer health, risks, and opportunities in CRM systems.
• Identify at-risk accounts and expansion opportunities with actionable recommendations.
• Foster ownership and customer value alignment with business outcomes.
• Use insights to improve CS operating model.

Skills

Leadership

B2B SaaS

CRM (HubSpot)

CRM (Salesforce)

Customer lifecycle

English proficiency

Strategic accounts

Tools

HubSpot

Salesforce

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success based in Poland.

This is a senior, hands-on leadership role responsible for shaping the entire post-sale customer experience within a fast-growing B2B SaaS environment. You will own retention, expansion, and adoption outcomes while developing the strategies and systems that support sustainable customer growth. Working closely with senior leadership, you will combine strategic direction with direct involvement in key customer relationships. You will lead and develop an expanding Customer Success team while establishing scalable playbooks across onboarding, adoption, renewal, and expansion. The role offers significant autonomy and the opportunity to build the Customer Success function during an important stage of company growth. Success will be measured through meaningful business outcomes, customer value, and recurring revenue rather than activity alone.

Accountabilities

• Own overall Customer Success strategy and execution, with direct accountability for retention, expansion, Net Revenue Retention (NRR), and churn outcomes.
• Drive customer adoption by increasing both the breadth and depth of product usage across the customer base.
• Coach, enable, and actively support the Customer Success team, stepping directly into strategic accounts when intervention or additional leadership is required.
• Lead, develop, and scale the Customer Success organization as the business grows, including hiring and onboarding future team members.
• Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, success planning, renewal, and expansion.
• Establish customer success plans, health-scoring frameworks, account-management standards, and repeatable processes tied to measurable retention and expansion outcomes.
• Partner closely with Sales, Product, and Engineering to communicate customer needs, surface opportunities, and represent the voice of the customer.
• Maintain accurate visibility into customer health, risks, opportunities, and performance through HubSpot or comparable CRM systems.
• Proactively identify accounts at risk as well as expansion opportunities, developing practical and actionable recommendations for leadership.
• Build a culture of ownership and customer value, ensuring processes and team activity remain closely connected to business outcomes.
• Use customer insights and performance data to continuously improve the Customer Success operating model.

Requirements

• Proven leadership experience in B2B SaaS Customer Success, including direct people-management responsibility.
• Demonstrated experience owning retention and expansion metrics and coaching teams toward measurable commercial outcomes.
• Hands‑on leadership approach, with the ability to personally engage with strategic accounts while developing the team to operate effectively at scale.
• Experience building, improving, or scaling Customer Success processes within an early‑stage or high‑growth company.
• Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal, expansion, and account management.
• Consultative and customer‑focused mindset, with the ability to ask thoughtful questions, identify improvement opportunities, and recommend practical solutions.
• Highly autonomous and proactive, able to identify priorities independently and take ownership without requiring extensive direction.
• Strong proficiency with HubSpot, Salesforce, or similar CRM platforms.
• Excellent analytical, organizational, communication, and stakeholder‑management skills.
• Exceptional written and spoken English.
• Experience with customer health‑scoring or Customer Success platforms such as Gainsight, Vitally, or similar tools is an advantage.
• Familiarity with partner‑led or channel‑influenced Customer Success models is a plus.

Benefits

• Opportunity to build and lead a Customer Success organization within a rapidly growing SaaS environment.
• Direct collaboration with founders and senior leadership on customer strategy and organizational development.
• Significant ownership and autonomy in shaping Customer Success processes, playbooks, and team structures.
• Exposure to strategic customer relationships and the opportunity to influence retention and expansion outcomes directly.
• Entrepreneurial, low‑ego working environment focused on ownership, execution, and measurable customer value.
• Opportunity to work within an AI‑native technology environment focused on modernizing partnership operations.
• Remote work arrangement, with working hours aligned to the U.S. East Coast.
• Opportunity for professional growth and leadership development as the organization scales.
• Exposure to a broad range of B2B SaaS customer challenges and partner‑focused business models.
• Compensation and additional benefits to be determined according to the engagement terms.