Head of Customer Success

Head of Customer Success

Remote - Full Time - EST Time Zone

Why This Role Exists

BuyGoods is scaling rapidly, with growing demand across its platform and an expanding base of B2B clients.

This role exists to elevate Customer Success from reactive support to proactive value creation—ensuring clients achieve measurable outcomes while building a high-performing team of CSMs and Key Account Managers.

You will play a critical role in driving retention, growth, and customer satisfaction at scale, while shaping how Customer Success evolves within the business.

What You’ll Own

• Leadership and development of a team of Customer Success Managers and Key Account Managers

• Driving customer retention, expansion, and overall satisfaction across B2B accounts

• Establishing and improving KPIs aligned to business outcomes

• Designing scalable processes for onboarding, engagement, and lifecycle management

• Performance management, hiring, and coaching of team members

• Identifying opportunities to introduce AI-driven customer service tools and automation

• Acting as the voice of the customer internally to influence product and commercial decisions

What Success Looks Like

Within 6–12 months, you will have:

• Built a high-performing, accountable Customer Success function

• Improved key metrics across retention, churn, and customer lifetime value

• Implemented clear KPIs and reporting frameworks aligned with revenue goals

• Increased team productivity through process optimisation and automation

• Elevated the customer experience to a proactive, insight-led model

What We’re Looking For

Must-Have (Non-Negotiable):

• Proven experience leading CSMs and/or Key Account Managers in a B2B environment

• Background in SaaS, software, or digital/online technology businesses

• 3–5+ years’ experience with a clear track record of team and customer ownership

• Strong leadership capability, including performance management and coaching

Nice-to-Have:

• Experience within eCommerce or marketplace environments

Deal Breakers:

• Consistent job-hopping (multiple short tenures of 1–2 years)

• Lack of team leadership experience

Who Thrives Here

• Leaders who enjoy building, scaling, and improving teams

• Individuals comfortable in fast-paced, evolving environments

• Data-driven operators who focus on outcomes, not activity

• People who balance customer empathy with commercial awareness

Why People Stay / Love Working Here

• High-growth environment with real ownership and impact

• Opportunity to shape how Customer Success operates at scale

• Collaborative, performance-driven culture

• Exposure to modern tools, systems, and AI-driven innovation

What’s In It For You

• Opportunity to step into a second-line leadership role with real influence

• Ownership of strategy, team performance, and customer outcomes

• Ability to build and scale a function, not just manage it

• Direct impact on revenue growth and customer experience

• Career progression as the business continues to expand

Interview Process

• Initial screening conversation

• Deep-dive interview focused on team leadership and Customer Success s