Head of Customer Success

About the role

Flowhub is looking for a Head of Customer Success to own the post‑sale experience for more than 1,000 retailers. Reporting directly to the CEO, you will shape the strategy, build the operating system and lead the team that drives adoption, renewal and expansion.

Key responsibilities

• Define and execute the customer success playbook, including account health scoring, quarterly business reviews, churn‑save framework and expansion motions.
• Own Net Revenue Retention (NRR), Gross Revenue Retention (GRR), renewal execution and expansion ARR targets.
• Build forecasting discipline and visibility into account health across the portfolio.
• Coach the existing Customer Success Manager, develop the CSM team and set performance standards.
• Oversee the Product Support Manager, aligning support and success into a seamless customer experience.
• Partner with onboarding, sales and product teams to ensure a cohesive end‑to‑end customer journey.

Required profile

• Proven leadership experience in a customer success or post‑sales function, preferably in SaaS.
• Track record of building scalable processes and improving retention and expansion metrics.
• Strong analytical mindset with ability to create health scores, forecasts and performance dashboards.
• Excellent communication skills to influence senior stakeholders and cross‑functional partners.

Required skills