Head of Customer Support

The Role

As Head of CS, you’ll be both a builder and operator. Owning key client relationships directly while designing the systems, processes, and team structure that will scale with us. You’ll partner closely with clients to ensure they extract maximum value from our platform, while driving retention, expansion, and long-term partnerships. This role requires a balance of hands-on execution, strategic leadership, and analytical depth.

Responsibilities

• Prioritize and manage the ongoing stream of customer requests, ensuring fast, clear, and effective resolution.

• Build and lead the CSM team, driving a culture of client-centricity, data-driven decision-making, and operational excellence.

• Own client retention, expansion, and satisfaction, ensuring measurable business impact.

• Partner with Sales, Product, Data, and Engineering teams to ensure clients achieve their business goals through our platform.

• Define and track key CSM KPIs and report progress to leadership.

• Collect and synthesize client feedback to influence product roadmap and prioritize features that improve value delivery.

Requirements

• 5–10+ years of experience in Customer Success, Account Management, or related functions, with at least 3+ years in leadership roles.

• Proven track record of managing enterprise or high-growth startup clients with complex needs.

• Strong analytical background; ability to work with BI tools, or similar to generate insights for clients.

• Exceptional communication and executive presence, with the ability to influence C-level stakeholders.

• Experience building and scaling CSM teams, including defining org structures, processes, and KPIs.

• Strategic thinker with a bias for execution, thriving in a fast-paced, cross-functional startup environment.

• English proficiency: C1.

Nice to Have

• Deep understanding of performance marketing KPIs (LTV, ROAS, CAC, retention) and B2C growth strategies.

• Experience building a CSM function from the ground up in a high-growth SaaS.

• Understanding of how performance marketing works and experience in analytics-focused or performance marketing companies.

• Familiarity with predictive analytics or attribution modeling.

What We Offer

• Competitive salary + performance bonus.

• Fully remote with flexible working hours.

• Home office stipend and learning & development budget.

• 21 paid vacation days.

• Regular team offsites and a culture that actually lives its values.

Campaignswell is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team. If you're passionate about helping brands grow through smarter data and love collaborating across disciplines to deliver impact, we’d love to hear from you!