Head of Customer Success – Mobile & Subscription Growth (Remote Americas / EMEA)

Job Overview

The Head of Customer Success will own the evolution of RevenueCat’s CSM organization, developing a tiered and scalable operating model while ensuring strategic customers receive high-quality account planning, growth guidance, product adoption support, and clear renewal and expansion ownership.

Key Responsibilities

• Define how Customer Success operates as RevenueCat scales, including customer tiers, coverage models, account plans, health signals, review cadences, renewal and expansion touchpoints, and escalation paths.
• Define where customers should receive high-touch support and where scalable programs are more appropriate.
• Manage, coach, and raise the performance bar for RevenueCat’s CSM team.
• Develop CSMs into growth-oriented customer partners who understand customer apps, audiences, business models, goals, constraints, RevenueCat usage, and growth opportunities.
• Identify coaching needs, role changes, hiring requirements, and areas where expectations need greater clarity.
• Ensure strategic accounts have clear account strategies covering goals, app context, adoption opportunities, risks, stakeholders, open requests, next steps, and renewal or expansion context.
• Help CSMs identify customer growth bottlenecks and recommend practical RevenueCat adoption opportunities.
• Guide CSMs in interpreting app performance and identifying when Growth Advisory specialists should become involved.
• Partner with Technical Account Management, Support, Sales, Product, and Growth Advisory to clarify ownership and customer handoffs.
• Ensure CSMs own customer context, account strategy, adoption, stakeholder management, and next-step clarity.
• Turn recurring customer problems into reusable playbooks, templates, educational resources, webinars, support macros, sales collateral, documentation improvements, or product feedback.
• Define and improve Customer Success metrics covering product adoption, account health, customer outcomes, renewal and expansion influence, account strategy quality, and risk visibility.

Hands-On Leadership

This is not solely a process or management position. Initially, the Head of Customer Success will remain close to customer work by owning selected accounts, joining customer calls, reviewing account plans, helping resolve complex escalations, and coaching CSMs through difficult account situations.

Over time, these lessons are expected to become the operating system for RevenueCat Customer Success, including playbooks, customer tiers, health signals, handoff rules, review cadences, enablement programs, and scalable customer experiences.

Required Qualifications

• 8–12+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a closely related customer-facing function.
• 4+ years of experience managing and scaling customer-facing teams.
• Experience leading CSMs, Account Managers, Customer Growth teams, Strategic Success teams, or a comparable customer-facing function in B2B SaaS, developer tooling, infrastructure, mobile, or app-growth environments.
• Experience owning or significantly influencing renewals, expansion, account health, adoption, or customer-growth outcomes.
• Strong customer-facing presence with founders, executives, product leaders, growth leaders, and technical teams.
• Experience building customer segmentation and coverage models.
• Experience with account planning, health scoring, QBR or EBR programs, renewal processes, or comparable Customer Success operating systems.
• Technical fluency sufficient to operate effectively within a product-led, developer-facing company.
• Strong analytical judgment using customer, product, revenue, and usage data to prioritize team activity.
• Excellent written communication and async working habits.
• Ability to coach high-ownership team members through direct feedback, clear expectations, and consistent follow-through.
• Strong commercial understanding of renewals, expansion, product adoption, stakeholder management, customer risk, and executive alignment.
• Ability to work effectively across time zones and organizational boundaries in a remote environment.

Preferred Qualifications

• Experience with mobile apps, subscription businesses, marketplaces, gaming, consumer products, or other businesses where monetization and growth mechanics are important.
• Experience scaling a Customer Success organization through a significant company-growth stage, such as approximately $30M ARR to $100M+ ARR.
• Experience evolving a small strategic-account program into a broader tiered Customer Success model.
• Experience leading both high-touch strategic accounts and scaled or tech-touch customer programs.
• Experience partnering with Technical Account Managers, Support, Sales, Product, Marketing, and specialist advisory teams.
• Experience hiring and developing CSMs with strong business judgment, product curiosity, and customer-growth skills.
• Experience using recurring customer patterns to influence product roadmap, enablement, marketing, and sales strategy.

Customer Success Operating Model

• Customer segmentation and tiering
• Coverage models
• Strategic account planning
• Customer health signals
• Product adoption
• Renewal readiness
• Account expansion
• Executive stakeholder management
• CSM and TAM handoffs
• Customer Growth Advisory
• Scaled customer education
• Playbooks and enablement
• Customer risk visibility

First Month

• Develop a deep understanding of RevenueCat’s product, customers, customer segments, and existing CSM model.
• Build working relationships with CSM, TAM, Growth Advisory, Sales, Support, Product, and Marketing teams.
• Review strategic managed accounts and identify immediate risks, opportunities, unclear ownership, and missed adoption or expansion potential.
• Shadow customer calls and shared customer communication channels.
• Assess where CSMs create high-value customer outcomes and where they are being pulled into lower-leverage work.
• Develop an initial assessment of team strengths, gaps, operating model, and hiring needs.

First Three Months

• Introduce a clear account-plan format for top accounts.
• Establish monthly top-account reviews focused on opportunities, risks, and unresolved decisions.
• Clarify ownership between CSM, TAM, and Growth Advisory teams.
• Define initial CSM success metrics covering customer outcomes, product adoption, account health, renewal and expansion influence, and account strategy quality.
• Personally help move important customer accounts forward through improved diagnosis, stakeholder mapping, adoption planning, or internal coordination.
• Identify priority coaching, enablement, and hiring requirements.

Within Six to Twelve Months

• Establish a tiered CSM model that provides deeper engagement where needed and scalable programs where human involvement should not be the bottleneck.
• Improve the consistency and quality of strategic account planning.
• Create enablement loops that turn recurring customer needs into reusable resources.
• Partner with Sales to clarify renewal and expansion ownership.
• Partner with TAM and Support to improve customer routing and reduce unnecessary relay work.
• Develop a clear hiring and team-development plan for the next stage of Customer Success.
• Build a CSM organization customers view as a strategic growth partner rather than a reactive relationship layer.
• Improve product adoption, account health, risk visibility, renewal readiness, and expansion quality.
• Turn effective one-to-one customer work into scalable assets used across Customer Success, Sales, TAM, Growth Advisory, and customer education.

Compensation & Benefits

The supplied listing states compensation of $216,000 USD and offers equity.

• Competitive equity.
• 10-year window to exercise vested equity options.
• Fully remote and flexible working environment.
• Four to five weeks of suggested time off annually.
• $2,000 USD workspace setup allowance.
• $1,000 USD annual stipend for continuous learning.

Remote Work

This position is explicitly listed as remote across the Americas and EMEA. RevenueCat describes itself as a remote-first company with more than 150 team members across more than 25 countries. :contentReference[oaicite:1]{index=1}

The supplied listing does not identify specific eligible countries, required time zones, or work-authorization requirements.