Offer summary

Qualifications:

7+ years in a leadership role within B2B SaaS, specifically in Customer Success or Account Management., Expertise with ESP tools like Klaviyo, Yotpo, and Sendlane., Strong experience in email/SMS marketing strategy and performance optimisation., Proficiency with Salesforce for tracking engagement and revenue..

Key responsabilities:

Lead and manage a portfolio of high-value and enterprise accounts.

Serve as a trusted advisor, aligning client goals with measurable outcomes.

Provide hands-on guidance across platforms to improve campaign performance.

Deliver detailed reporting and insights to leadership and clients.

Job description

Job Title: Head of Customer Success

Location: Remote – North America (Permanent Remote Work)

Position Type: Full-time, Permanent

Industry: Advertising / Event Management / PR / Market Research (AdTech)

Role Overview:

Our client is a rapidly growing AdTech SaaS startup focused on helping ecommerce brands drive better performance through identity resolution and privacy-first marketing. The company supports over 200 B2C brands with cutting-edge tools that boost email and ad network conversion, enabling personalised engagement across digital channels.

As the Head of Customer Success, you will lead enterprise client relationships, enhance retention and upsell opportunities, and guide clients on advanced email and SMS marketing strategies. You’ll bring deep experience with platforms like Klaviyo, Yotpo, Sendlane, and Attentive, and serve as a strategic partner in a fast-paced, growth-focused environment.

Responsibilities:

Strategic Client Engagement & Retention

Lead and manage a portfolio of high-value and enterprise accounts.
Serve as a trusted advisor, aligning client goals with measurable outcomes.
Build deep executive relationships and conduct strategic business reviews (QBRs).

ESP Expertise & Strategic Guidance

Provide hands-on guidance across platforms like Klaviyo, Yotpo, Sendlane, and Attentive.
Improve campaign performance through segmentation, personalisation, and lifecycle strategies.
Stay on top of evolving email/SMS marketing trends and technologies.

Data-Driven Success & Salesforce Mastery

Use Salesforce to manage client health, risk forecasting, and revenue pipeline.
Deliver detailed reporting and insights to leadership and clients.
Track KPIs and drive improvements through continuous data analysis.

Team Leadership & Operational Excellence

Mentor team members and scale best practices in a startup environment.
Collaborate across Sales, Marketing, Product, and Analytics teams.
Build repeatable playbooks for onboarding, feedback loops, and value delivery

Must-Have Qualifications

7+ years in a leadership role within B2B SaaS, specifically in Customer Success or Account Management.
Expertise with ESP tools: Klaviyo, Yotpo, and Sendlane.
5–7 years managing strategic relationships with enterprise clients.
Strong experience in email/SMS marketing strategy, performance optimisation, and campaign planning.
Proficiency with Salesforce for tracking engagement and revenue.
Strong analytical, presentation, and stakeholder management skills.
Comfortable in a fast-paced startup environment with shifting priorities.
Familiarity with tools like Attentive, Mailchimp, Campaign Monitor, etc.
AdTech or ecommerce background.
Knowledge of growth marketing, lifecycle campaigns, or data-driven retention strategies.