gotphoto - Head Of Customer Success & Growth US & Canada (all genders)
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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. • WE ARE LOOKING FOR: • 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. • Bonus: Experience in photography, creative services, marketplaces, or other service-driven verticals.
Benefits
• Work Where You’re Best: In the US, we are a remote-first organization that prioritizes impact over office hours. While our roots are international, we empower our US team to design a workspace that fuels their best work—whether that’s a home office, a local café, or wherever you find your focus. You bring the talent; we provide the flexibility. Work from (Almost) Anywhere: We believe in flexibility that respects your lifestyle. You have the option to work abroad for up to 40 days per year. Whether you are visiting family or simply seeking a change of scenery, we support a work-from-anywhere culture that helps you stay inspired. • Recharge & Unwind: We prioritize your well-being over a fixed tally of hours, which is why we offer a flexible, unlimited PTO policy and flexible sick days. Whether you need a long-awaited vacation, or time to recover from the unexpected, you have the autonomy to take the time you need to stay at your best. • Comprehensive Care: 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. • Multicultural & Inclusive Team: We thrive on diverse perspectives. Our international team fosters a culture of mutual respect and professional exchange, ensuring that fresh ideas and tolerance are at the heart of everything we build together. • Fuel Your Growth: We’re big on learning. You’ll get a dedicated education budget to explore new ideas and grow professionally. • Stay Active, Wherever You Are: Your wellbeing matters to us. 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. • WHAT MATTERS TO US • Research shows that candidates from underrepresented backgrounds may refrain from applying for positions if they feel they don't meet all qualifications. We strongly encourage you to apply if you’re interested: we're excited to discover how your distinctive experience can enhance our team! • We work as one team. Wherever you come from. However, you identify. We believe in equal opportunities.
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