Head of Customer Success
ValuticoAustria21 hours ago
Full-timeRemote FriendlyOther
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Company Description: Valutico is a B2B FinTech company that operates an international valuation platform designed to empower financial service providers and valuation professionals with data-driven tools for more efficient analysis.
Experience: Senior-Level
Availability: Full-time
Job Function: Head of Customer Success
Remote in UK or Remote / Hybrid in Austria
Salary: EUR 60-80K Base + Commission
What are we looking for: An experienced Head of Customer Success to lead our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion while ensuring customers achieve measurable value from our products and services.
Responsibilities:
Leadership & Strategy
Define and execute the Customer Success strategy aligned with company objectives
Lead and continue to develop our high-performing Customer Success team
Establish clear KPIs focused on retention, expansion, engagement and customer satisfaction
Foster a customer-first culture across the organisation
Customer Lifecycle Management
Oversee onboarding, adoption, renewal and expansion processes
Develop and improve playbooks and frameworks for different customer segments
Monitor customer health metrics and proactively mitigate churn risks
Ensure consistent delivery of value and measurable outcomes
Build and maintain strong executive-level relationships with key and strategic customers
Act as a senior escalation point for complex or high-risk customer situations, ensuring timely resolution and protecting long-term partnerships
Lead retention strategies for at-risk accounts, including structured recovery plans and stakeholder engagement
Personally support high-value renewals and expansion discussions where appropriate
Commercial & Growth Impact
Drive net revenue retention and expansion opportunities
Partner with Sales on seamless handovers and upsell strategies
Collaborate with Marketing on customer advocacy and case studies
Support pricing, packaging and go-to-market initiatives with customer insights
Cross-Functional Collaboration
Act as the voice of the customer internally
Work closely with Product to influence roadmap priorities
Collaborate with Operations and Finance to improve forecasting accuracy
Ensure customer feedback loops are structured and actionable
Performance & Reporting
Own forecasting for renewals and expansion revenue
Report regularly on churn, retention, NPS and engagement metrics
Implement systems and tools to improve data visibility and scalability
Requirements
What we offer:
Experience: Senior-Level
Availability: Full-time
Job Function: Head of Customer Success
Remote in UK or Remote / Hybrid in Austria
Salary: EUR 60-80K Base + Commission
What are we looking for: An experienced Head of Customer Success to lead our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion while ensuring customers achieve measurable value from our products and services.
Responsibilities:
Leadership & Strategy
Define and execute the Customer Success strategy aligned with company objectives
Lead and continue to develop our high-performing Customer Success team
Establish clear KPIs focused on retention, expansion, engagement and customer satisfaction
Foster a customer-first culture across the organisation
Customer Lifecycle Management
Oversee onboarding, adoption, renewal and expansion processes
Develop and improve playbooks and frameworks for different customer segments
Monitor customer health metrics and proactively mitigate churn risks
Ensure consistent delivery of value and measurable outcomes
Build and maintain strong executive-level relationships with key and strategic customers
Act as a senior escalation point for complex or high-risk customer situations, ensuring timely resolution and protecting long-term partnerships
Lead retention strategies for at-risk accounts, including structured recovery plans and stakeholder engagement
Personally support high-value renewals and expansion discussions where appropriate
Commercial & Growth Impact
Drive net revenue retention and expansion opportunities
Partner with Sales on seamless handovers and upsell strategies
Collaborate with Marketing on customer advocacy and case studies
Support pricing, packaging and go-to-market initiatives with customer insights
Cross-Functional Collaboration
Act as the voice of the customer internally
Work closely with Product to influence roadmap priorities
Collaborate with Operations and Finance to improve forecasting accuracy
Ensure customer feedback loops are structured and actionable
Performance & Reporting
Own forecasting for renewals and expansion revenue
Report regularly on churn, retention, NPS and engagement metrics
Implement systems and tools to improve data visibility and scalability
Requirements
- 7+ years' experience in Customer Success, Account Management or related leadership roles
- Proven experience scaling Customer Success teams in a SaaS environment
- Strong commercial acumen with a track record of driving retention and expansion
- Excellent stakeholder management and communication skills
- Data-driven mindset with the ability to translate insight into action
- Strategic thinker with strong operational execution capability
- Experience in a high-growth or international environment
- Experience leading remote or distributed teams
What we offer:
- A strong, experienced team you can learn from - with ongoing support, honest feedback, and a real team spirit
- Access to the latest technologies and tools - we work data-driven and efficiently
- Clear targets that we consistently hit - in an environment that recognises and rewards performance
- An international, remote-friendly work environment with colleagues from around the globe
- Fair and transparent compensation - including a competitive base salary and an above-average commission/bonus structure
Key Skills
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