Head of Customer Success

About RevenueCat

RevenueCat helps teams build and scale in-app subscriptions without the usual operational headaches. Since graduating from YC’s S18 cohort, the company has become a leading monetization platform for mobile apps: it powers more than 40% of newly launched subscription apps, handles over $12B in yearly purchase volume, and supports everyone from solo developers in Brazil to the OpenAI mobile team in understanding and growing revenue.

The company operates remotely with a team of 150+ people across 25+ countries. Its culture is anchored in Customer Obsession, Always Be Shipping, Own It, and Balance. The work is designed to have a direct impact on hundreds of millions of end users and on the developers building for them.

The opportunity

This role is for someone who can redefine Customer Success for a company where traditional CSM work is not enough. RevenueCat does not need a team focused on routine check-ins or administrative follow-up. It needs leaders who understand an app’s business model, growth goals, customer behavior, RevenueCat setup, and the levers that can drive more revenue.

As Head of Customer Success, you will shape the next version of the post-sales motion. The customer base now ranges from small indie apps to very large mobile businesses such as Ladder, ChatGPT, and Notion. The existing approach will not scale on its own, so the team needs a stronger system for deciding where CSMs should go deep, where playbooks and education should take over, how CSMs should work with technical and product partners, and how recurring learning can be turned into reusable systems.

You will lead and rebuild the CSM function into a commercially sharp, app-growth-focused team. The goal is to make Customer Success act as a true growth partner for managed customers: diagnosing what matters, encouraging the right product adoption, involving specialists at the right time, and always driving toward the next best action.

At the start, this is a hands-on leadership role. You will own accounts directly, join customer calls, review account plans, help resolve complex escalations, coach CSMs through tough situations, and help define what great performance looks like. Over time, that work should become the operating framework for Customer Success at RevenueCat, including account planning, customer segmentation, health signals, review rhythms, handoff rules, playbooks, hiring profiles, enablement loops, and scaled programs that increase reach without adding unnecessary complexity.

Why this role exists now

RevenueCat has reached a stage where post-sales can no longer depend mainly on individual heroics, personal judgment, and unwritten knowledge. Customers expect more than support; they want informed guidance on pricing, paywalls, lifecycle, retention, analytics, cross-platform monetization, and the business decisions that influence revenue.

At the same time, different customers need different levels of attention. Because the app market is highly concentrated at the top, the post-sales model must reflect that reality. The most important accounts should receive deep planning, growth diagnosis, stakeholder mapping, product adoption strategy, input from TAMs, and clear ownership of expansion and renewal. Mid-tier accounts need a more focused but still deliberate motion. Lower-touch customers need scalable leverage through webinars, templates, office hours, lifecycle education, stronger documentation, and product-led guidance.

This role is meant for someone who can build that structure, make the team more strategic without slowing it down, and help customers experience RevenueCat as a growth partner rather than just an infrastructure provider for subscriptions.

What you will own

• Designing the Customer Success operating model: you will define how CS should function at RevenueCat as the company scales, including account tiers, coverage models, planning formats, health signals, review cadences, renewal and expansion touchpoints, escalation paths, and where bespoke support ends and scalable programs begin.
• Leading and developing the CSM team: you will manage, coach, and elevate a group of CSMs so they operate as growth-oriented generalists who understand customer apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities. You will also identify coaching gaps, role changes, hiring needs, and places where expectations need to be sharpened.
• Raising the quality of strategic accounts: you will ensure that top accounts have strong account strategy, including customer goals, app context, adoption opportunities, risks, stakeholder mapping, open actions, next steps, renewal and expansion context, and technical health input from TAMs where needed.
• Making CSMs stronger growth partners: you will help the team move beyond generic relationship management so they can spot likely growth blockers, recommend practical RevenueCat adoption, interpret app performance, decide when Growth Advisory should be involved, and keep customers moving toward higher-value outcomes.
• Improving handoffs across functions: you will work closely with TAM, Support, Sales, Product, and Growth Advisory so customers reach the right expert at the right time. CSMs should retain customer context, strategic direction, adoption guidance, stakeholder management, and next-step clarity, while TAMs handle technical correctness and Growth Advisory tackles the most important growth problems.
• Converting repeated work into reusable assets: when similar issues appear across multiple accounts, you will ensure they become playbooks, templates, education content, internal training, webinars, support macros, sales collateral, product feedback, or documentation improvements. The goal is to create leverage rather than solve the same issue repeatedly.
• Improving outcomes through measurable metrics: you will define and improve the signals that matter, such as product adoption, account health, customer results, renewal and expansion influence, quality of account strategy, risk visibility, and the team’s ability to create leverage as the customer base grows.

What we are looking for

We are looking for someone who has already led Customer Success in a strong, fast-growing environment. You should have experience managing CSMs, account managers, customer growth teams, strategic success teams, or a similar customer-facing function in B2B SaaS, developer tooling, infrastructure, mobile, or app-growth businesses. You should already know what excellent looks like because you have built or run it before.

You must be credible with sophisticated app businesses. You do not need to be the deepest expert in CRO, CRM, UA, pricing, lifecycle, or monetization, but you should understand those concepts well enough to discuss them confidently with founders, growth leaders, product leaders, and executives. You should be able to identify weak advice, understand the real problem, and know when to involve a specialist.

You should be able to build structure without becoming overly process-driven. The systems you create should make the team faster, more accurate, and more valuable to customers, not more bureaucratic.

You also need to be commercially aware. That means understanding renewals, expansion, product adoption, stakeholder management, risk, executive alignment, and the difference between a satisfied user and a genuinely healthy account. You should be able to connect customer value to RevenueCat’s value in a way that is persuasive but not pushy.

Technical fluency matters as well. You do not need to debug SDK issues yourself, but you do need enough understanding of the product, integration patterns, and technical customer context to know what is happening, what CSMs should handle, and when Support, TAM, or Engineering should take over.

You should be a strong coach for high-ownership people: direct, clear, supportive, and willing to make hard calls when performance, process, or expectations are not working. You should be comfortable turning patterns into reusable assets and making sure the whole team benefits from a good solution. You should also thrive in a remote, asynchronous, direct environment where clear writing, documentation, early communication, and good judgment across time zones are essential.

Success profile

• 8-12+ years in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or a closely related customer-facing area
• At least 4 years managing and scaling customer-facing teams
• Direct experience owning or strongly shaping renewals, expansion, account health, adoption, or customer growth outcomes
• Strong presence with founders, executives, product leaders, growth leaders, and technical stakeholders
• Experience building segmentation, coverage models, account planning, health scoring, QBR/EBR motions, renewal processes, or similar CS operating systems
• Sufficient technical fluency to operate effectively in a product-led, developer-facing business
• Strong analytical judgment for prioritizing time using customer, product, revenue, and usage data
• Excellent written communication and effective async working habits
• High ownership, a bias for action, and consistent follow-through

Preferred background

• Experience working with mobile apps, subscription businesses, marketplaces, gaming, consumer products, or other businesses where monetization and growth mechanics are especially important
• Experience scaling a CS motion through a major company stage, such as moving from roughly $30M ARR to $100M+ ARR, or evolving from a small strategic-account model to a tiered model
• Experience leading both high-touch strategic accounts and lower-touch or tech-touch programs
• Experience partnering with TAMs, Support, Sales, Product, Marketing, and specialist advisory teams
• Experience hiring and developing CSMs who bring real business judgment, product curiosity, and customer-growth instincts
• Experience using customer patterns to shape product roadmap, enablement, marketing, and sales strategy

What success looks like

In the first month, you will deepen your understanding of RevenueCat’s product, customers, segments, and current CSM motion; meet the CSM, TAM, Growth Advisory, Sales, Support, Product, and Marketing partners; review the most important managed accounts for risk and upside; observe customer calls and shared Slack channels to identify low-leverage work and broken handoffs; and form an initial view of the team’s strengths, gaps, operating model, and hiring needs.

In the first three months, you will roll out a standard account-plan format for top accounts, set up a monthly review for the highest-value opportunities and biggest risks, clarify ownership across CSMs, TAMs, and Growth Advisory, define the first version of CS success metrics, help move key accounts forward, and identify the most important coaching, enablement, and hiring priorities.

In the first six months, you will have a functioning tiered CSM model that applies depth where it matters and scale where it should, improve consistency in top-account strategy, build loops that turn recurring customer needs into playbooks and education assets, work with Sales to improve renewal and expansion ownership, and partner with TAM and Support to reduce unnecessary handoffs and make routing clearer.

Additional information

This is a remote full-time role based in Massachusetts, United States. The source does not provide salary details, application deadline, start date, or a confirmed number of openings.

No internship duration is listed, and this role is not described as an internship.