Head of Customer Success

We are looking for a leader who understands how Customer Success impacts not just retention but also strategic decision-making and sales performance—particularly in marketplaces like Amazon. If you’re data-driven, proactive, and passionate about e-commerce, this role is for you! 

🔹 Team Leadership & Strategy

Lead and mentor the Customer Success team—set goals, provide feedback, and develop talent.

Design and execute a Customer Success strategy that fuels both Expando’s and our clients’ growth.

Identify opportunities for upselling, cross-selling, and service expansion.

🔹 Client Success & Expansion

Build strong relationships with key clients, ensuring their needs are met and challenges resolved proactively.

Optimize the onboarding process to help new clients integrate quickly and effectively.

Develop training programs that empower clients to maximize the value of our services.

🔹 Data-Driven Growth & Impact

Collect and analyze customer feedback to continuously improve our services.

Collaborate closely with Sales, Marketing, and Product teams to align customer success efforts.

Track and optimize key KPIs—client retention, satisfaction scores, onboarding efficiency.

✅ Experienced in Customer Success – preferably in e-commerce or an agency environment.

✅ An excellent communicator – you can clearly engage with clients, teams, and stakeholders.

✅ E-commerce-savvy – you understand industry trends and customer behaviors.

✅ A strong leader – you know how to build and develop high-performing teams.

✅ Analytical & strategic – you make data-driven decisions that drive real business impact.

✅ Results-oriented & proactive – always looking for ways to improve customer success.

🚀 Higher client retention & lower churn

🚀 Outstanding customer satisfaction scores (NPS, CSAT)

🚀 Faster and more effective client onboarding

🚀 Growth of key accounts & expanded client relationships

🚀 A strong, motivated, and high-performing Customer Success team