Head of Customer Success

About AutoDS

At AutoDS, recently acquired by Fiverr, we're revolutionizing the eCommerce world by providing innovative tools that empower online sellers globally. As a fast-growing company, we’re looking for talented individuals who are passionate about technology, eCommerce, and making a real impact. If you're ready to join a dynamic team and thrive in a collaborative, fast-paced environment, we’d love to hear from you!

About the Role

AutoDS is seeking a strategic, data-driven, and customer-obsessed Head of Customer Success to lead and scale our CS organization. You will drive the adoption, retention, and growth of our business user base while building a world-class, proactive Customer Success function that delivers measurable value to our customers and the business.

Key Responsibilities

Customer Success Strategy & Leadership

• Own and evolve the Customer Success strategy across segments, with a strong focus on high-growth business users.
• Design and implement scalable CS programs for onboarding, adoption, and retention.
• Build proactive customer lifecycle frameworks, including segmentation, health scoring, and journey mapping.
• Manage team structure and responsibilities (onboarding, growth, retention), defining roles, processes, and goals.

Team Management & Development

• Lead and mentor a team of CSMs, setting clear expectations and development paths.
• Drive a culture of accountability, customer centricity, and continuous improvement.
• Partner with the Head of Support to ensure smooth coverage and role clarity for top-tier users.

Operational Excellence

• Establish key metrics (e.g., NRR, churn, onboarding time, feature adoption) and reporting to drive performance and visibility.
• Collaborate with CX Ops to improve tooling, playbooks, workflows, and automation.
• Partner with Product, Support, L&D, and Marketing to close user experience gaps and deliver value.

Customer Advocacy & Retention

• Analyze customer behavior to identify friction points and drive initiatives that increase engagement and lifetime value.
• Implement feedback loops to amplify the voice of the customer across the organization.
• Execute QBRs, health checks, and expansion plays for high-value segments.

Requirements

• 5+ years in Customer Success leadership in a SaaS or tech company; experience with B2C or high-scale B2B preferred (large scale of SMBs).
• Proven ability to build and scale customer success programs from the ground up.
• Strong understanding of lifecycle management, segmentation, health scoring, and CS automation tools.
• Data-driven mindset with experience using CS platforms, CRMs, and analytics tools.
• Excellent leadership, communication, and cross-functional collaboration skills.
• Hands-on, strategic thinker who thrives in fast-paced, evolving environments.

Nice to Have

• Experience in ecommerce or dropshipping space.
• Familiarity with CSM platforms.
• Background in Support or Growth functions.