Head of CS

Stravito helps some of the world's best-known brands make the most of their market research and consumer insights. Our platform brings an organisation's research together in one place, so anyone can find, share and act on what the company already knows. Behind that sits a Customer Success team that our clients genuinely rely on, and that team is what this role is all about. We're looking for a Head of Customer Success to lead our global team of Customer Success Managers. This is a hands-on, operational leadership role: you'll be close to the team, close to our customers, and in the details every day. Strategy for Customer Success is set at the global level. Your job is to make it real: turning direction into practice, embedding change so it sticks, and running the day-to-day so smoothly that problems get solved before they need to travel anywhere. You'll also be a visible senior presence with customers, joining calls and owning escalations end to end.

Responsibilities

Manage, coach and develop a team of 10-15 Customer Success Managers; Own customer escalations end to end; Be the senior presence on calls when CSMs need backup; Operationalise change coming from CS leadership and make sure it sticks with the team; Keep the machine running smoothly by spotting issues early, solving them at your level, and filtering information upward; Stay customer-facing and in the detail of your team's accounts

Requirements

Current tax resident in one of our hiring locations; A background as an enterprise CSM; At least 2 to 3 years of people management experience in Customer Success; Deep accountability; A highly operational working style; Strength in executing change; Strong communication skills and proven ability to adapt to different stakeholders; Comfortable working in an ambiguous environment with a natural skill to structure and prioritize accordingly; A collaborative teamplayer who is able to bring the teams strengths to an even higher level; Track record of using automation, predictive insights, and intelligent workflows to help the team act faster, scale effectively, and deliver proactive customer outcomes

Benefits

Remote-first and globally spread team with company events a couple of times each year; Fun, collaborative environment where everyone truly cares and helps each other; Zero micro-management and encouraged to cultivate your own processes while giving and receiving feedback; Competitive compensation package; Possibility of working with cutting-edge technology such as GenAI; Part of simplifying the professional lives of many