Head of Customer Success

The company is a mature, profitable provider of a popular multilingual WordPress plugin, seeking a Head of Customer Success to own retention metrics and lead the retention team.

Location: Remote

Responsibilities

• Own retention metrics including churn rate, renewal rate, and net revenue retention.
• Move the company's NPS program and public rating surfaces (Trustpilot, Capterra, G2).
• Lead and coach the existing Retention team, shaping its evolution.
• Work with Support, Engineering, and Product teams to identify issues, ship fixes, and prioritize retention-critical work.
• Report directly to the CEO with results, not slides.

Requirements

• Experience in moving retention metrics at a previous company with measurable results.
• Background in self-serve B2B SaaS, SMB, prosumer, or developer tools, with experience in self-serve renewal motions.
• Data fluency, including ability to read funnels, write SQL, or instruct analysts.
• Decisiveness with 70% information, avoiding escalation to CEO.
• Ability to focus on work rather than coordination.

Benefits

• Real metric to move with authority.
• Direct access to the CEO.
• AI-amplified working culture.
• Competitive senior-leadership compensation.
• 100% remote with flexible hours.
• Competent counterparts in engineering, product, and support.
• Internal tools for customer intelligence, no reports or meetings needed.
• Generous time off, education and conference budget, hardware.
• Stability of a 17-year-old profitable company.

Additional Information

• Most recent experience should not be enterprise CSM with a dedicated book of accounts.
• Excited to hear from people who enjoy building, improving, and making a real impact.