Head of Customer Success

The role

This is a build role, not a maintenance one. Onboarding, SLAs, the knowledge base, reporting, training — none of it exists in finished form yet. You decide what to build first, build it, and get it running without you standing over it.

Retention and churn become your numbers, not something you help sales with.

What you’ll own

• Onboarding — clients fully set up and actually working on the platform, not just signed
• Product adoption — clients able to get the result they bought the product for, on their own
• Knowledge base — an accurate, genuinely usable library about the company and product
• Technical support — timely, effective help inside an agreed SLA
• Complaints & escalations — disputes resolved so the client stays with us
• Analytics & reporting — accurate, on-time reporting that makes the service measurably better

What you’ll build in year one

• A single tagging system for incoming requests, with the top reasons quantified in money and support hours
• The client journey mapped end to end, with drop-off measured by stage
• A self-service layer, measured by the share of requests closed without an agent
• Response playbooks, escalation rules, and a quality scorecard with reviewer calibration
• A live metrics dashboard, plus training and certification for the team
• A prioritised backlog handed to product, based on what support actually costs the business

What we’re looking for

• 4+ years in customer success, client service or support, including 2+ years leading a team
• You’ve carried retention and churn as your own metric and can show the numbers
• A technology product behind you — SaaS, fintech, marketplace, telecom or hosting
• You’ve built processes from scratch rather than administering ones you inherited
• You work well with incomplete infrastructure and come back with alternatives, not explanations
• You manage by numbers: you’ve collected the metrics, built the dashboard and made the calls
• Tools: helpdesk and CRM, knowledge base, analytics — dashboards, pivots, basic SQL or Metabase
• Hebrew — native. English — B2 or higher

Nice to have

Experience in equipment hosting, high-ticket B2B, or specifying AI voice and chat assistants. Corporate training background. Russian.

What we offer

• Direct reporting to the founders, with real authority to redesign how the function works
• A seat on the quality committee from your first quarter
• Mentoring from the leadership team — regular reviews of real decisions
• Access to data across the whole division
• Company-funded training in the areas you’re about to take over
• A clear growth track: product quality and training within a year, the wider quality department within two to three

Full-time, remote.

Interested, or know someone who’d be a great fit? PM me or send a CV to [email protected] 👇

🔗 https://getsmine.io/

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