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About the Role
Stravito is seeking a Head of Customer Success to lead a global team of Customer Success Managers. This is a hands-on, operational leadership role focused on turning strategy into practice, managing day-to-day operations, and serving as a senior customer presence. The ideal candidate will be a strong people manager adept at keeping a high-performing team running smoothly, owning customer escalations, and executing strategy effectively.
Responsibilities
- Manage, coach, and develop a team of 10-15 Customer Success Managers.
- Own customer escalations end to end.
- Serve as a senior presence on customer calls when needed.
- Operationalize changes from CS leadership and ensure team adoption.
- Identify and resolve issues at the team level.
- Filter information and provide upward communication.
- Maintain customer-facing engagement and detailed account knowledge.
Requirements
- Background as an enterprise CSM with experience rising through CS ranks.
- Minimum 2-3 years of people management experience in Customer Success.
- Demonstrated deep accountability for people issues and customer situations.
- Highly operational working style with comfort in details.
- Proven ability to execute change effectively with minimal supervision.
- Strong communication skills and ability to adapt to different stakeholders.
- Comfortable working in ambiguous environments and structuring priorities.
- Track record of using automation, predictive insights, and intelligent workflows to improve team performance and customer outcomes.
Skills
- People management
- Customer escalations
- Operationalizing change
- Problem-solving
- Communication
- Stakeholder management
- Ambiguity management
- Prioritization
- Automation
- Predictive insights
- Intelligent workflows
Location
- Remote
Work Type
- Remote-first
- Full-time
Experience Level
- Head of
- Senior Manager
- Regional Director
- Team Lead
Benefits
- Competitive compensation package
- Possibility of working with cutting-edge technology (e.g., GenAI)
- Remote-first and globally spread team
- Company events
- Fun, collaborative environment
- Zero micro-management
- Encouragement to cultivate own processes
- Opportunity for feedback and improvement
About the Company
- Stravito solves the problem of large organizations making important decisions without leveraging the intelligence they already own due to difficulties in finding, understanding, and acting on information quickly.
- Customers come from various industries worldwide.
- Helps world-leading organizations like McDonald’s, Nestlé, and Heineken organize their knowledge for easier access.
- Platform makes research and consumer insights accessible.
- Diverse and international team of 100 with over 30 nationalities.
- Operating principles include: simplicity first, an “own it, do it” mentality, embracing different perspectives, and enjoying the journey together.