Head of Customer Success

Job Description

Company Description: Valutico is a B2B FinTech company that operates an international valuation platform designed to empower financial service providers and valuation professionals with data-driven tools for more efficient analysis.

Experience: Senior-Level

Availability: Full-time

Job Function: Head of Customer Success 

Remote in UK or Remote / Hybrid in Austria

Salary: EUR 60-80K Base + Commission

What are we looking for: An experienced Head of Customer Success to lead our customer success function. This role is responsible for driving customer satisfaction, retention, and expansion while ensuring customers achieve measurable value from our products and services.

Responsibilities:

Leadership & Strategy

Define and execute the Customer Success strategy aligned with company objectives

Lead and continue to develop our high-performing Customer Success team

Establish clear KPIs focused on retention, expansion, engagement and customer satisfaction

Foster a customer-first culture across the organisation

Customer Lifecycle Management

Oversee onboarding, adoption, renewal and expansion processes

Develop and improve playbooks and frameworks for different customer segments

Monitor customer health metrics and proactively mitigate churn risks

Ensure consistent delivery of value and measurable outcomes

Build and maintain strong executive-level relationships with key and strategic customers

Act as a senior escalation point for complex or high-risk customer situations, ensuring timely resolution and protecting long-term partnerships

Lead retention strategies for at-risk accounts, including structured recovery plans and stakeholder engagement

Personally support high-value renewals and expansion discussions where appropriate

Commercial & Growth Impact

Drive net revenue retention and expansion opportunities

Partner with Sales on seamless handovers and upsell strategies

Collaborate with Marketing on customer advocacy and case studies

Support pricing, packaging and go-to-market initiatives with customer insights

Cross-Functional Collaboration

Act as the voice of the customer internally

Work closely with Product to influence roadmap priorities

Collaborate with Operations and Finance to improve forecasting accuracy

Ensure customer feedback loops are structured and actionable

Performance & Reporting

Own forecasting for renewals and expansion revenue

Report regularly on churn, retention, NPS and engagement metrics

Implement systems and tools to improve data visibility and scalability

Requirements

• 7+ years’ experience in Customer Success, Account Management or related leadership roles
• Proven experience scaling Customer Success teams in a SaaS environment
• Strong commercial acumen with a track record of driving retention and expansion
• Excellent stakeholder management and communication skills
• Data-driven mindset with the ability to translate insight into action
• Strategic thinker with strong operational execution capability
• Experience in a high-growth or international environment
• Experience leading remote or distributed teams
  

Benefits

What we offer:

• A strong, experienced team you can learn from – with ongoing support, honest feedback, and a real team spirit.
• Access to the latest technologies and tools – we work data-driven and efficiently.
• Clear targets that we consistently hit – in an environment that recognises and rewards performance.
• An international, remote-friendly work environment with colleagues from around the globe.
• Fair and transparent compensation – including a competitive base salary and an above-average commission/bonus structure.