Head of Customer Success

About the role

RevenueCat is seeking a Head of Customer Success to lead the transformation of our CSM function. The ideal candidate will build and scale a high-context, commercially sharp, app-growth-oriented team to ensure our managed customers are true growth partners.

Responsibilities

• 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.
• Lead and coach 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.
• Make 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.
• Clarify 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.
• Drive 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.

Requirements

• 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
• A strong customer-facing presence with founders, executives, product leaders, growth leaders, and technical teams
• Enough technical fluency to operate in a product-led, developer-facing company
• Strong analytical judgment: 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

Qualifications

• Worked with mobile apps, subscription businesses, marketplaces, gaming, consumer products, or other businesses where monetization and growth mechanics really matter
• Scaled a CS motion through a major company stage, for example from roughly $30M ARR to $100M+ ARR, or from a small strategic-account motion to a broader tiered model
• Led both high-touch strategic accounts and scaled / tech-touch customer programs
• Partnered with Technical Account Managers, Support, Sales, Product, Marketing, and specialist advisory teams
• Hired and developed CSMs who are more than relationship managers: people with real business judgment, product curiosity, and customer-growth instincts
• Used customer patterns to influence product roadmap, enablement, marketing, and sales strategy