Head of Customer Success

Location
Remote in Europe, ideally Zurich or London. Travels up to 30%. Reports to the CEO.

Albatross

Albatross builds perception models: AI that understands human behavior and powers product discovery the way a great salesperson does, by observing the customer and adapting in real time. LLMs understand words. We understand behavior.

Our models power discovery for 50 million+ shoppers a month. The results are public. Wallapop: +119% homepage engagement, +35% overall engagement. OfferUp: +84% homepage engagement, +20% overall engagement.

One platform, four primitives: discovery feed, similar items, playlist, contextual search. A customer goes live in seven weeks. The pipeline is global, we are deployed in 12 countries. 

About  the Job

Our results sell Albatross. Your job is to get every customer to them, fast, and turn them into revenue. You own everything after signature: the seven weeks to a live A/B test, the result the customer can measure, the conversion to a long-term contract, the renewal, and the growth after it, use case by use case and marketplace by marketplace.

Velocity is the key: a customer who goes live in seven weeks and sees the lift in week eight renews and expands. Until customers see the results, you and your team are the reason they  trust us. Maintain that trust and bring them fast to the results.

The platform is the product: four primitives, one platform, configured, not coded. You make sure customers use what we built, as designed. Every customer that goes live without custom code is a customer we can scale to.

You own the customer. Sales hands over at signature and does not take it back. You will:

• Own every customer relationship after signature, as the senior point of contact for their CPO, VP of Data and VP of Engineering.
• Keep customers on the platform: primitives and platform components as designed, configuration over custom code. When a customer asks for bespoke work, you find the way to do it with what exists, or you say no.
• Own renewals and upsells: every live customer to all primitives, and group agreements rolled out to every marketplace the group owns. You handle customer QBRs and show impact.
• Own customer support: one front door, fast answers, incidents handled with the customer informed before they ask.
• Turn every customer into a reference: case studies, press releases, a CPO who takes the call from the next prospect.

Who you are

• You come from software. You have deployed a SaaS or API product into enterprise customers, and you know the difference between building bespoke solutions and configuring a platform.
• You have built a customer success function from zero at a startup, and you ran it on numbers: time to live, pilot-to-contract conversion, net revenue retention.
• You have owned renewals and expansion for enterprise customers, with the numbers to show it.
• You are technical. You can read an A/B test, you know what data a model needs, and you can guide the analysis yourself. Our customers' VPs of Data will test you.
• You move fast and you hold the line. You do not overpromise, you do not let scope grow, and you get to a strong result fast and iterate from there.
• You stay calm when the page is down. If we are down, the customer's homepage is down. We own their critical path.
• You have worked with marketplaces, e-commerce, or search, personalisation or recommendation products. A strong plus, not a must.
• You like to travel. Human contact is irreplaceable.
• You are eligible to work in Europe.
  

The motion is proven. You make it run without the founders, then you make it faster.

What success looks like

3 months:

• Every live customer and every active pilot knows you as their point of contact, and you have met them in person.
• Support has one front door and a response time customers can quote.

12 months:

• Pilots convert into long-term contracts at a rate the business can plan on, and deployments go live in less than five weeks.
• Every live customer runs all four primitives, or has a dated plan to get there.
• Every production customer is a reference, and at least three are public case studies.

• Europe-based: total at target €180-230k (€140k-€170k gross base salary + €40k - €60k variable at target). 
• Equity, four-year vesting, one-year cliff.
• Full remote flexibility across Europe.