All jobs
Head of Customer Success / Customer Experience
TechTree's client
Salary
PLN 240k – PLN 480k
Work mode
Hybrid
What we're looking for
- 8+ years experience in SaaS Customer Success, Account Management, or Commercial Leadership
- Proven track record of driving retention and expansion in B2B SaaS
- Experience managing and scaling CS teams
- Strong commercial acumen and understanding of revenue mechanics
- Experience working cross-functionally in fast-scaling environments
About the role
We are looking for a Head of Customer Success / Customer Experience to own customer health, product adoption, retention, and expansion across our portfolio of enterprise clients in commercial real estate. This role will be responsible for building a world-class Customer Success function that drives measurable impact on ARR growth through adoption, upsell, and cross-sell while ensuring outstanding customer experience across the entire lifecycle.
What You Will Own:
Customer Health & Retention:
- Define and implement a clear Customer Success strategy aligned with company growth goals
- Own customer health metrics, NRR, GRR, churn, and adoption KPIs
- Build structured QBR frameworks and executive engagement models
- Proactively identify churn risk and implement mitigation plans
Adoption & Value Realization:
- Ensure customers achieve measurable business outcomes using our platform
- Drive structured onboarding-to-adoption journeys
- Increase product usage, feature penetration, and stickiness
- Partner with Product to close feedback loops and influence roadmap
Expansion (Upsell & Cross-Sell):
- Build a scalable expansion motion within the existing customer base
- Collaborate closely with Sales on account planning
- Establish CS-generated pipeline targets
- Drive commercial accountability within the CS team
Leadership & Team Building:
- Lead, mentor, and scale a high-performing Customer Success team
- Implement performance metrics and operational rigor
- Foster a commercial mindset within the team
- Create a culture of ownership, accountability, and customer obsession
Cross-Functional Leadership:
- Act as the voice of the customer internally
- Work closely with Sales, Product, Implementation, and Support
- Ensure smooth handovers across the customer lifecycle
- Improve internal alignment and operational predictability
What Success Looks Like:
- Strong NRR growth driven by structured expansion
- Predictable renewals and reduced churn
- Clear visibility of customer health across portfolio
- CS-generated pipeline contributing meaningfully to ARR
- High-performing, commercially mature CS team
What You Will Own:
Customer Health & Retention:
- Define and implement a clear Customer Success strategy aligned with company growth goals
- Own customer health metrics, NRR, GRR, churn, and adoption KPIs
- Build structured QBR frameworks and executive engagement models
- Proactively identify churn risk and implement mitigation plans
Adoption & Value Realization:
- Ensure customers achieve measurable business outcomes using our platform
- Drive structured onboarding-to-adoption journeys
- Increase product usage, feature penetration, and stickiness
- Partner with Product to close feedback loops and influence roadmap
Expansion (Upsell & Cross-Sell):
- Build a scalable expansion motion within the existing customer base
- Collaborate closely with Sales on account planning
- Establish CS-generated pipeline targets
- Drive commercial accountability within the CS team
Leadership & Team Building:
- Lead, mentor, and scale a high-performing Customer Success team
- Implement performance metrics and operational rigor
- Foster a commercial mindset within the team
- Create a culture of ownership, accountability, and customer obsession
Cross-Functional Leadership:
- Act as the voice of the customer internally
- Work closely with Sales, Product, Implementation, and Support
- Ensure smooth handovers across the customer lifecycle
- Improve internal alignment and operational predictability
What Success Looks Like:
- Strong NRR growth driven by structured expansion
- Predictable renewals and reduced churn
- Clear visibility of customer health across portfolio
- CS-generated pipeline contributing meaningfully to ARR
- High-performing, commercially mature CS team
Compensation & benefits
Hybrid work model, 3-2, 2-3