Head of Customer Success, RevenueCat

• 8-12+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a closely related customer-facing function
• 4+ years managing and scaling customer-facing teams
• Experience owning or strongly influencing renewal, expansion, account health, adoption, or customer-growth outcomes
• Strong customer-facing presence with founders, executives, product leaders, growth leaders, and technical teams
• Experience building customer segmentation, coverage models, account planning, health scoring, QBR / EBR motions, renewal processes, or similar CS operating systems
• Enough technical fluency to operate in a product-led, developer-facing company
• Strong analytical judgment: you can use customer, product, revenue, and usage data to prioritize where the team should spend time
• Excellent written communication and async operating habits
• A bias toward action, high ownership, and direct follow-through
• Has led Customer Success in a high-quality, high-growth environment. You have led CSMs, account managers, customer growth teams, strategic success teams, or a similar customer-facing function in a B2B SaaS, developer tooling, infrastructure, mobile, or app-growth environment. You know what good looks like because you have built or operated it before
• Can be credible with serious app businesses. You do not need to be the best CRO, CRM, UA, pricing, lifecycle, or monetization expert in the company. But you do need to know what those acronyms stand for without looking it up, and need enough app-growth judgment to have useful conversations with founders, growth leaders, product leaders, and executives. You can understand their business, spot shallow advice, diagnose the right problem, and know when to bring in a specialist
• Builds systems without hiding behind process. You can turn messy work into clear account plans, handoffs, playbooks, templates, review cadences, and enablement loops. But you do not create process for its own sake. Your systems make the team faster, sharper, and more useful to customers
• Is commercially sharp. You understand renewals, expansion, product adoption, stakeholder management, risk, executive alignment, and the difference between a happy user and a healthy account. You can help CSMs connect customer value to RevenueCat value without becoming pushy or salesy
• Is strong enough technically to lead well. You do not need to debug SDK issues yourself, but you do need to understand RevenueCat's product concepts, common integration paths, and technical customer context well enough to know what is going on, what CSMs should answer, and when TAM / Support / Engineering should own the response
• Can coach high-ownership people. You set a high bar, give direct feedback, create clarity, and follow through. You know how to help smart people improve without micromanaging them. You are comfortable making hard calls when a person, process, or expectation is not working
• Builds for scale, not just for one account. You are not satisfied solving the same problem fifty times. When you see a pattern, you want to turn it into a reusable asset. When a CSM finds a great answer, you want the whole team to benefit. When a customer engagement works, you want to know whether it can become a playbook
• Thrives in a remote, async, direct culture. You write clearly, document decisions, communicate early, and do not wait for perfect information before moving. You can work across time zones, functions, and messy ownership boundaries without dropping the ball

Desirable

• Our customers do not need Customer Success in the traditional sense
• They don’t need someone whose main job is to schedule QBRs, forward Slack messages, or politely ask whether everything is going okay
• They need someone who understands their app, their customers, their business model, their growth goals, their RevenueCat setup, and the levers that might help them make more money
• That is the CSM motion we are building
• RevenueCat has grown quickly, and our customer base now spans everything from tiny indie apps to some of the largest mobile businesses in the world, like Ladder, ChatGPT, and Notion
• The post-sales motion that got us here will not automatically get us through the next stage
• We need to get sharper about where CSMs go deep, where we scale through playbooks and education, how CSMs partner with their technical and product counterparts, and how we make sure our best customer learnings become reusable systems
• As Head of Customer Success, you will own that evolution
• You will lead and rebuild the CSM function as a high-context, commercially sharp, app-growth-oriented team
• Your job is to make CSMs true growth partners to our managed customers: people who can diagnose what matters, drive the right RevenueCat adoption, bring in the right specialist when needed, and make sure there is always a clear next step
• This is not a pure process role
• At least at first, you will be close to the work
• You will own a number of accounts yourself, but also join your team’s customer calls, review account plans, help untangle messy escalations, coach CSMs through difficult account situations, and personally raise the bar for what "good" looks like
• Over time, you will turn that work into the operating system for Customer Success at RevenueCat: account plans, customer tiers, health signals, review cadences, handoff rules, playbooks, hiring profiles, enablement loops, and scaled programs that help us serve more customers without becoming bloated or generic
• If that sounds exciting, this role might be for you
• Building the CSM operating system: Define how Customer Success works at RevenueCat as we scale: customer tiers, coverage models, account plans, health signals, review cadences, renewal / expansion touchpoints, escalation paths, and the difference between bespoke support and scalable programs
• Leading and coaching the CSM team: Manage, coach, and raise the bar for a team of CSMs. Help them become growth generalists who deeply understand customers' apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities. Identify where we need coaching, role changes, new hires, or clearer expectations
• Owning strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant
• Making CSMs true growth partners: Help CSMs move beyond generic relationship management. CSMs should be able to diagnose likely growth bottlenecks, recommend practical RevenueCat adoption, interpret app performance, qualify when the subject matter experts from our Growth Advisory team should get involved, and keep the customer moving toward higher-impact work
• Clarifying CSM / TAM / Growth Advisory handoffs: Partner closely with TAM, Support, Sales, Product, and Growth Advisory so customers get the right help from the right person. CSMs should own customer context, account strategy, adoption, stakeholder management, and next-step clarity. TAMs should own technical correctness. Growth Advisory should go deep on specific, high-impact growth problems
• Turning repeated customer work into scale: When the same issue appears across accounts, make sure it becomes a playbook, template, customer education asset, internal enablement, webinar, support macro, sales collateral, product feedback, or docs improvement. The goal is not to consult the same problem forever. The goal is to make the company smarter every time we solve it
• Driving measurable customer and business outcomes: Define and improve the metrics that matter: product adoption, account health, customer outcomes, renewal / expansion influence, quality of account strategy, risk visibility, and the team's ability to create leverage as the customer base grows
• What success looks like
• Within the first month, you'll:
• Get deep into RevenueCat's product, customers, customer segments, and current CSM motion
• Meet the CSMs, TAMs, Growth Advisory, Sales, Support, Product, and Marketing partners you'll work with most closely
• Review the top managed accounts and identify immediate risks, opportunities, unclear ownership, and missed adoption / expansion potential
• Shadow customer calls and shared Slack channels to understand where CSMs are creating value, where they are getting pulled into low-leverage work, and where handoffs are breaking
• Form an initial point of view on the CSM team's current strengths, gaps, operating model, and hiring needs
• Within the first 3 months, you'll:
• Roll out a clear account plan format for top accounts
• Establish a monthly top-account review focused on the highest-value opportunities, biggest risks, and stuck decisions
• Clarify CSM / TAM / Growth Advisory ownership so customers get faster answers and CSMs stay focused on business outcomes
• Define the first version of CSM success metrics across customer outcomes, product adoption, account health, renewal / expansion influence, and quality of account strategy
• Personally help move several important accounts forward through clearer diagnosis, better stakeholder mapping, stronger adoption plans, or better internal coordination
• Identify the most important coaching, enablement, and hiring needs for the team
• Within the first 6 months, you'll:
• Have a working tiered CSM motion: deep where depth matters, lighter but intentional where it does not, and scaled where humans should not be the bottleneck
• Improve the quality and consistency of top-account strategy across the managed segment
• Build enablement loops so recurring customer questions and growth problems become playbooks, templates, webinars, docs, macros, customer education, or product feedback
• Partner with Sales to tighten renewal / expansion ownership and make sure account strategy is commercially useful
• Partner with TAM and Support to reduce unnecessary relay work and make customer routing clearer
• Have a clear hiring and team development plan for the next stage of Customer Success at RevenueCat
• Within the first 12 months, you'll:
• Operate a CSM team that customers see as a strategic growth partner, not a reactive relationship layer
• Have improved product adoption, account health, risk visibility, renewal readiness, and expansion quality across managed accounts
• Have turned the best 1:1 customer work into scalable playbooks and assets used by CSMs, Sales, TAMs, Growth Advisory, and customers
• Have built a high-talent, high-ownership CSM team with clear roles, clear expectations, and a much higher bar for customer strategy
• Have helped define what Customer Success should mean at RevenueCat as we scale: commercially sharp, deeply customer-aware, product-fluent, growth-oriented, and built for leverage