Head of Customer Success

Luigi's Box, Inc.; Poland; Hybrid; PLN 350,000 - 550,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid & remote options

Team events

Job summary

Luigi’s Box is hiring a Head of Customer Success to lead a 5‑person CSM team across Central Europe in a remote-friendly setup. You’ll own Gross Revenue Retention, drive renewals, and coach the team to deliver measurable value through our search, recommender, analytics, and product‑discovery tools.

You’ll report to the VP of Customer Experience, partner with Account Management and RevOps, and travel to key clients. Strong SaaS leadership and data-driven decision making are essential.

Qualifications

• Must have experience leading a customer success, consulting, or account team in SaaS.
• Proven ability to own retention metrics (GRR, churn) and manage renewal processes.
• Strong executive communication skills and stakeholder management.

Responsibilities

• Lead the CSM team and set direction, rituals, and development plans.
• Own retention metrics (GRR) and renewal governance with pipeline visibility.
• Prevent churn, manage escalations, and drive health score improvements.
• Own QBR framework and support CSMs at key on-site QBRs.
• Forecast retention, collaborate with RevOps on renewal metrics and incentives.
• Collaborate across Product, Account Management, RevOps, and Marketing.

Skills

People leadership

Retention metrics (GRR/NRR)

SaaS

Data-driven

Executive communication

Coaching

Remote leadership

Tools

HubSpot

Zendesk

Jira

Confluence

GA4

Job description

Lead a team of CSMs, own retention metrics, and help e-commerce clients succeed. Luigi's Box is hiring a Head of Customer Success in a remote-friendly setup.

• Employment Contract
• Senior

What is Luigi’s Box

OurAI-powered search & discovery suite includes five main solutions—Search, Analytics, Recommender, Product Listing and Shopping Assistant that empower over 4,000 online stores to help their customers find exactly what they’re looking for. Think big names likeNotino, Benu, O2, Under Armour, and more.

We’re already working with half of the e-shops in the Czech and Slovak markets, and are growing fast in Poland, DACH, the Benelux, and beyond.

About the role

As Head of Customer Success, you’ll lead our team of 5 CSMs based in Czechia, Slovakia, and Poland, and own customer retention from a product-value standpoint. While Account Managers own the commercial relationship, your team makes sure clients see measurable value from Luigi’s Box: through search quality, recommenders, analytics, and performance evaluation.

The role blends three things: people leadership, ownership of Gross Revenue Retention (GRR) as the team’s primary metric, and hands‑on product expertise you’ll use to unblock escalations and coach your team. You’ll also travel regularly to visit clients and build strong relationships with our top‑tier accounts. You’ll report to the VP of Customer Experience and work as part of the CX leadership.

What you’ll be doing

Lead the CSM team

• Set direction and run team rituals: weekly standups, retrospectives, and planning.
• Coach through regular 1:1s and quarterly development conversations.
• Own hiring and onboarding of new CSMs, portfolio assignment, client handovers, and team capacity.
• Manage the team budget.

Own retention (GRR)

• Drive the CSM‑led GRR model: proactive engagement, strategic client communication, and connecting product usage to business value.
• Run a structured renewal governance process with clear timelines, pipeline visibility, and prioritization of the most valuable accounts.
• Maintain and evolve the renewal toolkit and HubSpot reporting.

Prevent churn and handle escalations

• Act as the central escalation point for at‑risk accounts.
• Run post‑mortems, analyze churn reasons, and turn learnings into process and Health Score improvements.

Drive QBRs and performance evaluation

• Own the QBR framework for Tier 1 and Tier 2 accounts, including templates, data‑prep tooling, and delivery tracking.
• Support CSMs at key on‑site QBRs and help them translate the product roadmap into a compelling pitch.
• Equip CSMs with analytics toolkits and automations to prep QBRs efficiently.

Forecast, report, and shape incentives

• Own retention forecasting and the renewal pipeline; contribute to weekly business reviews and monthly planning.
• Partner with RevOps on GRR, churn, downsell, and renewal‑probability reporting.
• Support the renewal commission model and incentives like early‑renewal rewards.

Collaborate across the company

• Represent the voice of the customer in Product and feed client needs into the roadmap.
• Align continuously with Account Management, RevOps, Integrations, and Support.
• Partner with Marketing on the client newsletter, webinars, and the Academy.

Stay hands‑on

• Keep deep expertise across Search (keyword and hybrid‑semantic), Recommenders, Product Listing, Shopping Assistant, Conversational Agent, Analytics, and integration types.
• Monitor and coach CSMs on delivering high‑quality client trainings and consultancy calls.

Tech you’ll work with

• HubSpot for CRM, Health Score, and retention reporting
• Zendesk, Jira, and Confluence for tickets and documentation
• Google Analytics (GA4) for client performance evaluation
• AI‑assisted work: Claude, Fireflies/Tactiq, and our internal AI tooling
• Luigi’s Box Hub for product knowledge and customer’s adoption

What makes you a great fit

Must haves

• Language: Polish + English (written and spoken, both required at professional proficiency level); Czech or Slovak is a plus.
• Proven experience leading a customer success, consulting, or account team, ideally in SaaS.
• Track record of owning retention metrics (GRR, NRR, churn) and running renewal or escalation processes.
• Technical fluency: you’re comfortable with e-commerce discovery concepts, data‑driven arguments, and understanding how integrations work.
• Coaching leadership style: you develop people, set high standards, and give clear feedback.
• Confident communicator at the executive level, both internally and with client business owners.
• Self‑motivated and independent: we’re a remote‑first team, and you’ll drive your own agenda.
• Ownership mindset: you get things done, no excuses, no finger‑pointing.
• Customer‑oriented: genuinely energized by helping customers succeed.
• Curious: you dig into tech, e-commerce, and Luigi’s Box products, and enjoy breaking complex topics down and going deep.

Nice to have

• Background in e-commerce, search & discovery, or MarTech.
• Hands‑on experience with HubSpot reporting, SQL, or analytics tooling.
• Experience designing commission models, forecasting, or health scoring.

What’s in it for you

• Competitive pay: Receive a competitive salary that reflects your skills and experience. This is a commissionable role.
• Flexible working hoursto help you create the perfect work‑life balance.
• Hybrid & remote work options:You can work from our offices in Bratislava or Prague, fully remote, or a mix of both.
• Regular company eventsand team‑building activities to stay connected.
• A chance to be part of a growing, innovative companywhere you can help shape the future.
• An inclusive global teamthat empowers and supports your needs.
• A collaborative environmentbuilt on trust, transparency, and open communication.
• A flat structure:Work with smaller, agile teams.
• Paid time off & sick days.
• Employee Stock Ownership Plan (ESOP)in the future.
• Hardware contribution
• A MultiSport card (CZ/SK only) or well‑being contribution

Luigi’s Box is a fast‑growing scale‑up in the booming SaaS industry, specializing in cutting‑edge solutions for site search & product discovery. You’ll lead an experienced CSM team based in Czechia, Slovakia, and Poland, partner closely with the Account Management lead, and work directly with the VP of Customer Experience and company leadership.

Ready to join?

Join Luigi’s Box and help us continue to shape the future of e-commerce.