Remote-First Head of Customer Success & Growth

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

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.