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Head of Customer Success

Customer Success
Remote
Full-time
Apply for a job now
Adapty is a revenue management platform for mobile apps that simplifies subscription implementation and paywall management. We help developers quickly monetize their apps, serving 8,000 apps and processing $1,4 billion in in-app subscriptions annually. Backed by top investors like 500 Startups and Surface Ventures.

You’ll be part of the sales team, which works directly with our ICP to build lasting relationships and drive revenue growth. With a deep understanding of our customer’s pain points and needs, this team positions our platform as the ideal solution in the market.

We are looking for a Head of Customer Success to take ownership of strategically and operationally managing client relationships throughout their entire lifecycle. As we scale, we need a strong leader to guide our existing team, bring expertise, and implement industry best practices.

What You Will Do

  • Develop and implement strategies to increase client recurring revenue, including improving take rate and monthly transaction revenue (MTR).
  • Organize and oversee upsell and cross-sell programs targeting different client segments.
  • Reduce client churn by implementing proactive communication strategies and predictive systems.
  • Build and monitor analytics dashboards to track upsell, cross-sell, and retention metrics over time.
  • Design and launch a Customer Health Score system (based on HubSpot) to identify client risks and new opportunities for upsell and cross-sell.
  • Collaborate with the product team to shape pricing strategies that align with customer success objectives.
  • Optimize internal processes to mitigate errors and reduce risk, ensuring smooth customer experiences.

What We Expect

  • Experience: 3+ years as a Lead/Head of Customer Success managing a team of at least five people, with proven success in upsell and cross-sell initiatives.
  • SaaS Expertise: Background in B2B SaaS with a recurring revenue model, ideally with clients in mobile app development or publishing.
  • Analytics Skills: Strong proficiency in analyzing key performance metrics like take rate, MTR, and LTV to drive decision-making.
  • Tools Knowledge: Hands-on experience with CRM systems (HubSpot preferred) and automation tools.
  • Communication and Leadership: Excellent negotiation skills, ability to build long-term client relationships, and proven team management expertise.
  • Language: English proficiency at B2 level or higher.
  • Proven Results: Willingness to share quantitative achievements related to upsell, cross-sell, retention, churn reduction, and NPS growth.

Nice To Have

  • Experience designing incentive structures for teams focused on upsell, cross-sell, and churn reduction.
  • Familiarity with Apple Search Ads (ASA) and mobile product promotion tools.
  • Exposure to international markets and enterprise-level clients.
  • Relevant customer success certifications (e.g., Pulse Academy, SuccessHacker).

What We Offer

  • Flexible Remote Work: Work from anywhere with a schedule that fits your life. While our core team is operating in Europe, we are open to candidates from other parts of the world.
  • Perfect Product Fit: Our product aligns perfectly with the market, making it easy to sell, promote, and deliver exceptional value to customers.
  • Direct Communication: We prioritize simplicity and transparency so you can focus on what matters most—driving results and delivering value.
  • Fast-Track Impact: Join a rapidly growing company with global clients and gain quick feedback from the market as we expand into the US and beyond.
  • Growth Benefits: We support your personal and professional development through free English lessons, sports reimbursements, and laptop expenses.
  • Compensation Incentives: Enjoy a commission tied to client growth and performance upon meeting quotas.
  • Collaborative Environment: Work closely with product, marketing, and technical teams to shape customer success initiatives and contribute to the company’s pricing and product strategies.

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Job Information

Department
Customer Success
Location
Remote
Employee Type
Full-time
Apply for a job now
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