[Remote] Head Of Customer Success & Growth US & Canada (all genders)

Note: The job is a remote job and is open to candidates in USA. GotPhoto is a leading e-commerce platform for professional photographers, empowering them to simplify their workflows and enhance their success. The Head of Customer Success will be responsible for driving customer retention and growth, leading a high-performing team, and collaborating with various departments to ensure customers achieve measurable outcomes. This senior leadership role focuses on executing a Customer Success strategy with Net Revenue Retention as a key objective.

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

Skills

• 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
• Experience in photography, creative services, marketplaces, or other service-driven verticals

Benefits

• In the US,we are a remote-first organization that prioritizes impact over office hours.
• You have the option to work abroad for up to 40 days per year.
• We support a work-from-anywhere culture that helps you stay inspired.
• We offer a flexible, unlimited PTO policy and flexible sick days.
• 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.
• You’ll get a dedicated education budget to explore new ideas and grow professionally.
• 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.

Company Overview