[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.ResponsibilitiesOwn Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growthLead and develop a high-performing Customer Success organization with clear performance accountabilityDrive GMV growth through strategic account planning, executive engagement, and value-based customer partnershipsEnsure renewal success by proactively managing risk, adoption, and customer healthEstablish scalable Customer Success processes, playbooks, and operating rhythms to support growthUse customer insights and data to inform strategy, forecasting, and cross-functional decision-makingPartner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomesAct as the Voice of the Customer and influence product and go-to-market prioritiesBuild a culture of accountability, customer focus, and continuous improvement across the teamSkills8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platformsProven track record leading teams responsible for retention, expansion, and revenue growthStrong commercial mindset with experience managing usage-based or GMV-driven business modelsExecutive presence with the ability to influence senior stakeholders internally and externallyHighly data-driven with the ability to translate metrics into clear growth strategiesExperience scaling teams and building operational frameworks in a high-growth environmentExperience in photography, creative services, marketplaces, or other service-driven verticalsBenefitsIn 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 OverviewOur mission is to digitalize the people photography industry. It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.gotphoto.com.