[Remote] Head Of Customer Success & Growth US & Canada ( all genders)

Note: The job is a remote job and is open to candidates in USA. GotPhoto.com is on a mission to digitalize the people photography industry, providing tools to simplify and transform the work of professional photographers. The Head of Customer Success will define and execute the Customer Success strategy, focusing on customer retention, expansion, and long-term growth while leading a high-performing team.

Responsibilities

• Own Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growth
• Lead and develop a high-performing Customer Success organization with clear performance accountability
• Drive GMV growth through strategic account planning, executive engagement, and value-based customer partnerships
• Ensure renewal success by proactively managing risk, adoption, and customer health
• Establish scalable Customer Success processes, playbooks, and operating rhythms to support growth
• Use customer insights and data to inform strategy, forecasting, and cross-functional decision-making
• Partner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomes
• Act as the Voice of the Customer and influence product and go-to-market priorities
• Build a culture of accountability, customer focus, and continuous improvement across the team

Skills

• 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
• Strong commercial mindset with experience managing usage-based or GMV-driven business models
• Executive presence with the ability to influence senior stakeholders internally and externally
• Highly data-driven with the ability to translate metrics into clear growth strategies
• Experience scaling teams and building operational frameworks in a high-growth environment
• Experience in photography, creative services, marketplaces, or other service-driven verticals

Benefits

• In the US,we are a remote-first organization that prioritizes impact over office hours.
• Once you have completed your probation, you have the option to work abroad for up to 40 days per year.
• We offer a flexible, unlimited PTO policy and flexible sick days.
• We provide comprehensive medical, dental, and vision insurance to ensure you and your family are fully covered.
• We complement our core healthcare with a broad range of additional benefits, offering a mix of company-sponsored coverage and voluntary options designed to protect your income and your household.
• You’ll get a dedicated education budget to explore new ideas and grow professionally.
• Through FitOn, you’ll get access to a wide range of online fitness and wellness classes — from yoga and strength training to cardio and mindfulness — so you can stay active and recharge wherever you work.

Company Overview