What You'll Do

• Develop and execute the overall Customer Success strategy, aligned with company goals and growth targets
• Lead, mentor, and coordinate the work of a team of 3 Customer Success Managers, ensuring high performance and accountability
• Build scalable processes, playbooks, workflows, and best practices to drive customer satisfaction
• Oversee onboarding, adoption, and lifecycle management across all customer segments
• Monitor customer health, engagement, and performance metrics, ensuring proactive intervention when needed
• Partner closely with Sales, Product, and Marketing to ensure the customer perspective informs product roadmaps and commercial strategy.
• Engage with key strategic accounts, providing executive-level support and guidance.
• Identify opportunities for upsell, expansion, and long-term growth.
• Implement tools and frameworks that enable operational excellence within the Customer Success team.
• Advocate for the voice of the customer across the company.
  
  

What Will Help You Thrive in This Role

• 6+ years of experience in Customer Success or Account Management within a SaaS or tech company, including at least 2 years in a leadership or team management role.
• Proven experience working with enterprise clients is a must.
• Strong leadership skills, with the ability to inspire, motivate, and develop team members.
• Proven experience building customer success processes, playbooks, and best practices.
• Excellent communication and interpersonal skills, with the ability to build trust and influence stakeholders at all levels.
• Deep understanding of SaaS metrics, customer lifecycle management, and customer health frameworks.
• Knowledge of eCommerce and related platforms is a strong advantage.
• Understanding of AI technologies and modern SaaS ecosystems.
• Fluency in English; additional languages are a plus.
• Experience implementing or optimizing customer health scoring systems.
• Experience integrating CRM tools and CSM platforms into existing workflows.
• Background in BeautyTech, eCommerce, or B2B enterprise solutions.

• Competitive base salary and clear bonus structure
• Fully remote position with flexibility across EU time zones
• Paid PTO
• Be part of a pioneering company revolutionizing the BeautyTech space
• Work in a collaborative, innovative, and supportive team environment
• Make a tangible impact on product development and company growth
• Direct impact on company strategy and market expansion
• Opportunity to grow your skills and expertise at the intersection of science and beauty