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 strategy Practical discussion on improving KPIs and scaling CS functions Final stage: leadership and cultural alignment About the Company BuyGoods is a fast-growing global eCommerce marketplace and affiliate network, built to help businesses scale their online sales through a powerful, all-in-one platform. Operating at the intersection of digital commerce, performance marketing, and SaaS, BuyGoods connects product owners, advertisers, and affiliates—creating a high-performance ecosystem designed to drive revenue growth. Today, the platform serves millions of consumers across 17+ countries, generates over 1.6M monthly visits, and continues to expand its global network of advertisers, publishers, and partners driving performance-led growth.