Head of Customer Success Operations & P&L

AI Acquisition; Poland; On-site; PLN 900,000 - 1,500,000; Full time

Job summary

AI Acquisition in Poland is seeking a high-impact, hands-on leader to run our Customer Success organization. You will own the P&L, build scalable systems, and manage department heads and account managers directly, making tough calls when performance or capacity issues arise.

You will partner with sales and delivery, design escalation paths and operating cadences, and hire and develop leadership to ensure retention and expansion.

Qualifications

• Experience leading a large, metrics-driven operation.
• Direct ownership of an account management function at scale.
• Verifiable P&L, retention, or margin ownership with real numbers.
• Built operating infrastructure from scratch, not inherited.
• In-house operating experience, not consulting.
• Managed teams of 30+ with direct reports at manager/lead level.
• High agency and urgency in driving outcomes.

Responsibilities

• Own P&L and targets for the Customer Success function.
• Build an accountability infrastructure with clear outputs and cadence.
• Direct management of account management leads and senior operators.
• Partner with Sales and Delivery on handoffs, capacity planning, and pipeline-to-onboarding flow.
• Fix root causes upstream, not just symptoms.
• Develop management depth with People & Talent to elevate the org.

Skills

P&L ownership

Systems design

People leadership

Decision making

Account management

Job description

AI Acquisition in Poland is seeking a high-impact, hands-on leader to run our Customer Success organization. You will own the P&L, build scalable systems, and manage department heads and account managers directly, making tough calls when performance or capacity issues arise.

You will partner with sales and delivery, design escalation paths and operating cadences, and hire and develop leadership to ensure retention and expansion.