Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
March 2, 2026
Full Job Description
đź“‹ Description
- • As the Head of Customer Success for the US & Canada region at GotPhoto, you will be instrumental in shaping and executing our customer retention, expansion, and long-term growth strategies for our Enterprise and Scale-Up segments. This senior leadership position is pivotal in driving Net Revenue Retention (NRR) as the primary metric of success, ensuring our customers not only stay with us but also grow their business through our innovative platform.
- • Your core mission will involve leading and nurturing a high-performing Customer Success team. You will be responsible for fostering an environment of accountability, customer-centricity, and continuous improvement, empowering your team to achieve exceptional results. This includes setting clear performance objectives and ensuring the team is equipped with the skills and resources to excel.
- • A significant aspect of your role will be to drive Gross Merchandise Volume (GMV) growth. This will be achieved through meticulous strategic account planning, cultivating strong executive-level relationships with our key clients, and demonstrating the tangible value GotPhoto brings to their businesses. You will be the champion for our customers, ensuring they maximize their investment and achieve measurable business outcomes.
- • Proactive risk management is crucial. You will oversee the renewal process, diligently monitoring customer health, adoption rates, and potential churn indicators. By identifying and addressing risks early, you will ensure a high rate of renewal success and maintain strong customer loyalty.
- • To support our rapid growth, you will be tasked with establishing and refining scalable Customer Success processes, playbooks, and operating rhythms. This involves creating standardized methodologies that can be effectively implemented across the team, ensuring consistency and efficiency as we expand.
- • Leveraging customer insights and data will be central to your strategy. You will be expected to analyze customer data to inform strategic decisions, provide accurate forecasting, and drive impactful cross-functional initiatives. This data-driven approach will ensure our strategies are grounded in reality and optimized for growth.
- • Collaboration is key. You will work closely with Sales, Product, Marketing, and other leadership teams to ensure a cohesive customer lifecycle strategy. This alignment will help improve overall customer outcomes and ensure a seamless experience from acquisition to advocacy.
- • You will serve as the primary "Voice of the Customer" within GotPhoto. Your insights and feedback will be critical in influencing product development priorities and shaping our go-to-market strategies, ensuring that our offerings continue to meet and exceed the evolving needs of our customer base.
- • Building a culture of accountability, customer focus, and continuous improvement is paramount. You will foster an environment where the team is empowered to take ownership, driven by a deep understanding of customer needs, and committed to ongoing learning and development.
- • This role requires a strategic leader who can translate complex business challenges into actionable plans, drive revenue growth through exceptional customer management, and build a world-class Customer Success organization that is a true differentiator for GotPhoto.
- • You will be responsible for defining the strategic vision for Customer Success in the US and Canada, aligning it with the company's overall objectives. This includes identifying opportunities for upselling and cross-selling within the existing customer base, thereby contributing directly to the company's financial success.
- • Furthermore, you will play a key role in developing and mentoring team members, fostering their professional growth and ensuring the team has the capacity and expertise to handle an expanding customer portfolio. Your leadership will be crucial in retaining top talent within the Customer Success function.
- • You will also be responsible for setting up and managing key performance indicators (KPIs) for the Customer Success team, tracking progress against NRR, customer satisfaction, adoption rates, and other critical metrics. Regular reporting to senior leadership on team performance and customer health will be a core responsibility.
- • The Head of Customer Success will act as a trusted advisor to our most strategic clients, helping them to leverage the GotPhoto platform to achieve their business objectives. This involves understanding their unique challenges and providing tailored solutions and guidance.
- • You will be expected to stay abreast of industry trends and best practices in Customer Success and apply this knowledge to continuously enhance GotPhoto's approach to customer management and value delivery.
- • Ultimately, your success will be measured by your ability to drive sustainable revenue growth through exceptional customer relationships and a highly effective, scalable Customer Success operation.
🎯 Requirements
- • 8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platforms.
- • Proven track record leading teams responsible for retention, expansion, and revenue growth, with a strong emphasis on Net Revenue Retention (NRR).
- • Strong commercial mindset with experience managing usage-based or GMV-driven business models, understanding the nuances of these revenue streams.
- • Executive presence with the ability to influence senior stakeholders internally and externally, building trust and rapport at all levels.
- • Highly data-driven with the ability to translate metrics into clear growth strategies and actionable insights.
- • Experience scaling teams and building operational frameworks in a high-growth environment, demonstrating adaptability and strategic planning capabilities.
🏖️ Benefits
- • Unlimited vacation policy to promote work-life balance and employee well-being.
- • Paid medical leave and paid parental leave to support employees during significant life events.
- • Annual learning budget of $500 for professional development and continuous learning.
- • Free membership with FitOn, including generous monthly credits for fitness and wellness activities.
- • In-person team meetings held at least twice yearly to foster team cohesion and collaboration across distributed teams.
- • A collaborative and open work environment with a strong feedback culture and bi-annual review process to support employee growth.
Skills & Technologies
Remote
About GotPhoto GmbH
GotPhoto is a leading software provider for professional photographers, specializing in school, sports, and event photography. Their platform offers a comprehensive suite of tools designed to streamline the entire photography business workflow. This includes online ordering, automated order processing, secure client galleries, and integrated marketing solutions. By leveraging cloud-based technology, GotPhoto empowers photographers to manage their businesses more efficiently, increase sales, and enhance customer experience. The company operates internationally, serving a global community of photographers seeking to modernize and scale their operations in the digital age.
