Head of Customer Success / Growth Offline

What you own

• Customer portfolio growth — net new MRR from existing accounts (expansion, plan upgrades, cross-sell of additional channels)
• ARPU growth — average revenue per account trending up over time
• Churn reduction — retention rate measurably improving against baseline
• Customer satisfaction & referrals — happy customers actively recommending us; a working referral pipeline
• Inbound conversion — % of new inbound leads that turn into paying customers, on the path from chat/form to closed-won
• AI-first operations — we expect maximum automation of customer-facing workflows using AI agents. You design and own that automation, with engineering support
   

You're a fit if

• 5+ years in B2B SaaS Customer Success / Account Management or revenue-side role
• Track record on the outcomes above 
• People management experience or strong potential 
• Comfortable with AI tools 
• English C1+ — daily calls with US founders and CTOs
• Comfortable with API / developer products (you don't code, but you understand the world)
• Data-driven

Nice to have

• Experience at API / infrastructure / dev tools SaaS (Twilio, SendGrid, Stripe, etc.)
• Built CS workflows or save/expansion automation using AI agents
• Designed and launched a referral program
• Done structured customer discovery interviews at scale
• Hired and onboarded AM/CS team members before

What we offer

• $3,500 base + performance bonus (OTE $5,000 from Month 4)
• Equity discussion open for the right hire
• Remote, Ukraine. Direct report to founders — no middle management
• Modern stack (HubSpot, Crisp, Notetaker, Apollo)
• Real ownership: you define the function, hire the team, set the cadence