Head of Customer Success Manager

About Stravito

Stravito addresses the challenge large organizations face in accessing and leveraging the knowledge they already possess. Our platform unifies market research and consumer insights so companies like McDonald’s, Nestlé, and Heineken can make faster, data-driven decisions. Our diverse global team of 100 employees spans over 30 nationalities and is united by principles of simplicity, ownership, inclusivity, and collaboration.

Role Overview

We seek a Head of Customer Success to lead and support our global team of Customer Success Managers (CSMs). This dynamic leadership position requires close collaboration with both the team and customers by operationalizing strategic directives, ensuring seamless daily operations, and personally managing customer escalations.

Key Responsibilities

• Supervise, mentor, and develop a team of 10-15 Customer Success Managers, serving as their primary support and guide.
• Take full responsibility for customer escalations providing senior-level backup during critical interactions.
• Implement changes initiated by the customer success leadership and embed them effectively within the team.
• Ensure smooth daily operations by proactively identifying and resolving issues and escalating critical information appropriately.
• Maintain close involvement with customer accounts, understanding details rather than managing solely from a high-level perspective.

Requirements

• Proven experience as an enterprise Customer Success Manager with direct operational understanding of the role.
• At least 2 to 3 years of team management experience in Customer Success at a senior level (Senior Manager, Head of, Regional Director, Team Lead, or similar).
• High sense of accountability, personally managing people matters and client concerns through completion.
• Strong operational focus, comfortable handling detailed work and processes.
• Demonstrated capability to turn strategic direction into reliable, consistent execution with minimal supervision.

Preferred Personal Attributes

• Excellent communication skills with the ability to relate to various stakeholders.
• Enjoyment of working in ambiguous or changing environments with strong organizational and prioritization skills.
• Collaborative mindset, able to elevate team performance by leveraging individual strengths.
• Experience utilizing automation, predictive insights, and smart workflows to enhance team speed, scalability, and proactive customer service.
• Passion for managing daily team operations and fostering outstanding customer experiences.

Additional Information

This is a fully remote position; however, candidates must reside in one of the specified locations for tax compliance purposes: Nzalae/Nzawa areas in Kitui County, Kenya. The role offers the chance to join a distributed, remote-first team, participating in occasional company events. We emphasize a culture free of micromanagement, promoting autonomy and mutual feedback. Benefits include competitive remuneration and opportunities to work with advanced technologies like GenAI to innovate customer insights management.

About Stravito

Founded in 2017 in Stockholm, Sweden, Stravito is evolving from a SaaS business to a leading AI-driven insights platform. Our software consolidates all customer and market knowledge centrally, enabling insight teams across top global enterprises to make evidence-based decisions effectively. Our current team of 100 employees operates from multiple countries across Europe and North America.