Head of Customer Success

RevenueCat Inc.

Job Overview

Location

Americas

Job Type

Full-time

Full Job Description

📋 Description

• Build the CSM operating system: 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.
• Own strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant.
• 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.
• Turn 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. The goal is not to consult the same problem forever. The goal is to make the company smarter every time we solve it.
• 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.
• Build for scale, not just for one account: You are not satisfied solving the same problem fifty times. When you see a pattern, you want to turn it into a reusable asset. When a CSM finds a great answer, you want the whole team to benefit. When a customer engagement works, you want to know whether it can become a playbook.
• Thrive in a remote, async, direct culture: You write clearly, document decisions, communicate early, and do not wait for perfect information before moving. You can work across time zones, functions, and messy ownership boundaries without dropping the ball.

🎯 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
• Strong customer-facing presence with founders, executives, product leaders, growth leaders, and technical teams
• Experience building customer segmentation, coverage models, account planning, health scoring, QBR / EBR motions, renewal processes, or similar CS operating systems
• Enough technical fluency to operate in a product-led, developer-facing company
• Strong analytical judgment: you can 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

🏖️ Benefits

• Competitive equity in a fast-growing, Series C startup backed by top-tier investors, including Y Combinator
• 10-year window to exercise vested equity options
• Fully remote and flexible work environment
• 4-5 weeks of suggested time off annually for mental, physical, and emotional recharge
• $2,000 USD for workspace setup and $1,000 USD annual stipend for continuous learning

Skills & Technologies

Remote

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RevenueCat Inc.

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About RevenueCat Inc.

RevenueCat provides a subscription management and in-app purchase infrastructure platform for mobile and web applications. The company offers SDKs, APIs, and dashboards that enable developers to implement, analyze, and optimize subscriptions across iOS, Android, and web platforms. Its services include real-time revenue tracking, customer lifecycle management, pricing experiments, and integrations with third-party analytics and attribution tools. RevenueCat serves individual developers, startups, and large enterprises seeking to streamline subscription billing, reduce churn, and grow recurring revenue without maintaining complex backend systems.

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