This job posting has expired
Expired on April 2, 2026
Job Description
We are seeking a strategic and experienced Head of Customer Success to lead and scale the global customer experience function. This role offers full ownership of the end-to-end customer journey, from onboarding to post-sales support, ensuring satisfaction, loyalty, and operational excellence. You will build, mentor, and inspire a high-performing team while collaborating closely with sales, marketing, and technical partners to enable growth and optimize processes. The position combines strategic leadership with hands-on problem-solving, requiring a proactive approach to improving workflows, automation, and customer communications.
Responsibilities
- Lead and manage the customer success function, establishing scalable strategies, KPIs, and team goals
- Build, mentor, and guide a high-performing team across support, aftersales, and service coordination
- Oversee post-sales operations including client onboarding and technical coordination
- Enable sales processes through effective communication across email, SMS, and social channels
- Manage shipping, damages, returns, and related customer communications
- Identify recurring operational challenges and implement process improvements or automation
- Collaborate cross-functionally with marketing, sales, and technical teams
Qualifications
- Minimum 5 years of experience in client-facing operations or customer success roles, with at least 2 years in a leadership capacity
- Strong background in e-commerce operations; experience with Shopify and QuickBooks preferred
- Excellent written and verbal communication skills
- Strong analytical, problem-solving, and process improvement skills
- Proven ability to lead remote, globally distributed teams and drive measurable results