Head of Customer Success

h3Location /h3 pRemote in Europe, ideally Zurich or London. Travels up to 30%. Reports to the CEO. /p h3Location /h3 pRemote in Europe, ideally Zurich or London. Travels up to 30%. Reports to the CEO. /p h3Albatross /h3 pAlbatross builds perception models: AI that understands human behavior and powers product discovery the way a great salesperson does, by observing the customer and adapting in real time. LLMs understand words. We understand behavior. /p h3Albatross /h3 pAlbatross builds perception models: AI that understands human behavior and powers product discovery the way a great salesperson does, by observing the customer and adapting in real time. LLMs understand words. We understand behavior. /p pOur models power discovery for 50 million+ shoppers a month. The results are public. Wallapop: +119% homepage engagement, +35% overall engagement. OfferUp: +84% homepage engagement, +20% overall engagement. /p pOne platform, four primitives: discovery feed, similar items, playlist, contextual search. A customer goes live in seven weeks. The pipeline is global, we are deployed in 12 countries. /p h3About The Job /h3 pOur results sell Albatross. Your job is to get every customer to them, fast, and turn them into revenue. You own everything after signature: the seven weeks to a live A/B test, the result the customer can measure, the conversion to a long‑term contract, the renewal, and the growth after it, use case by use case and marketplace by marketplace. /p pVelocity is the key: a customer who goes live in seven weeks and sees the lift in week eight renews and expands. Until customers see the results, you and your team are the reason they trust us. Maintain that trust and bring them fast to the results. /p pThe platform is the product: four primitives, one platform, configured, not coded. You make sure customers use what we built, as designed. Every customer that goes live without custom code is a customer we can scale to. Your team is what lets us add customers without adding engineers, and it is never the bottleneck. /p pWe want a builder. Today the founders and the data scientists run deployments. You take that over, build the Deployment Strategist team that runs it, and turn it into a machine: one strategist per five customers, every customer on all four primitives. /p pYou own the customer. Sales hands over at signature and does not take it back. You will: /p ul liOwn every customer relationship after signature, as the senior point of contact for their CPO, VP of Data and VP of Engineering /li liRun every pilot to a result: live A/B test in seven weeks, uplift measured, contract converted /li liKeep customers on the platform: primitives and platform components as designed, configuration over custom code. When a customer asks for bespoke work, you find the way to do it with what exists, or you say no /li liOwn renewals and upsells: every live customer to all primitives, and group agreements rolled out to every marketplace the group owns. You handle customer QBRs and show impact /li liOwn customer support: one front door, fast answers, incidents handled with the customer informed before they ask /li liHire, build and lead the Deployment Strategist team across Europe and the US. The first is already hired /li liTurn every customer into a reference: case studies, press releases, a CPO who takes the call from the next prospect /li /ul pThe motion is proven. You make it run without the founders, then you make it faster. /p h3Who you are /h3 ul liYou come from software. You have deployed a SaaS or API product into enterprise customers, and you know the difference between building bespoke solutions and configuring a platform /li liYou have built a customer success, deployment or solutions function from zero at a startup, and you ran it on numbers: time to live, pilot-to-contract conversion, net revenue retention /li liYou have owned renewals and expansion for enterprise customers, with the numbers to show it /li liYou have hired and led a technical, customer-facing team: solutions engineers, implementation consultants, forward deployed engineers or data analysts /li liYou are technical. You can read an A/B test, you know what data a model needs, and you can guide the analysis yourself. Our customers' VPs of Data will test you /li liYou move fast and you hold the line. You do not overpromise, you do not let scope grow, and you get to a strong result fast and iterate from there /li liYou stay calm when the page is down. If we are down, the customer's homepage is down. We own their critical path /li liYou have worked with marketplaces, e‑commerce, or search, personalisation or recommendation products. A strong plus, not a must /li liYou like to travel. Human contact is irreplaceable /li liYou are eligible to work in Europe /li /ul p3 months: /p ul liEvery live customer and every active pilot knows you as their point of contact, and you have met them in person /li liThe deployment playbook is written: what a strategist does from kickoff to A/B readout, with no custom code in it /li liSupport has one front door and a response time customers can quote /li liThe second Deployment Strategists is hired /li /ul p12 months: /p ul liPilots convert into long‑term contracts at a rate the business can plan on, and deployments go live in less than five weeks /li liEvery live customer runs all four primitives, or has a dated plan to get there /li liEvery production customer is a reference, and at least three are public case studies /li liThe Deployment Strategist team runs customer deployments on its own, and the customer count has grown without your team /li /ul h3Benefits /h3 ul liEurope‑based: total at target €180-230k (€140k-€170k gross base salary + €40k - €60k variable at target). /li liEquity, four‑year vesting, one‑year cliff /li liFull remote flexibility across Europe /li /ul #J-18808-Ljbffr