Head of Customer Success

About RevenueCat and Role Overview

RevenueCat simplifies the challenges of creating and scaling in-app subscriptions. Since graduating from Y Combinator's Summer 2018 batch, RevenueCat has become the primary monetization platform for mobile apps, powering over 40% of newly launched subscription apps and processing more than $12 billion in annual purchase volume. Our customers range from solo developers in Brazil to major teams such as OpenAI's mobile group. We operate a remote-first team of over 150 people across 25+ countries, guided by core values including Customer Obsession, Continuous Delivery, Accountability, and Work-Life Balance.

The Head of Customer Success position is designed to transform the way customer success operates at RevenueCat. Unlike traditional customer success roles, this position focuses on deeply understanding customers' apps, business models, growth objectives, and how to strategically optimize their usage of RevenueCat to drive revenue growth. The role is hands-on initially, managing select accounts and working directly with teams, and evolves into establishing scalable systems and processes to enhance the Customer Success Management (CSM) function's commercial impact and efficiency.

Key Responsibilities

• Develop and define the operating framework for Customer Success as the company scales, including customer segmentation, coverage models, account plans, health indicators, review schedules, renewal and expansion touchpoints, escalation protocols, and the balance between personalized support and scalable solutions.
• Lead, mentor, and manage the CSM team, cultivating growth-focused generalists knowledgeable about customer apps, audiences, business goals, RevenueCat usage, and opportunities for expansion. Address coaching, staffing, and expectation-setting needs.
• Oversee strategic account quality by ensuring that key accounts have comprehensive strategies involving customer objectives, context, product adoption, risk assessments, stakeholder mappings, renewal/expansion planning, and collaboration with Technical Account Managers.
• Transform CSMs into genuine growth partners who identify growth barriers, guide impactful RevenueCat adoption, interpret performance data, and know when to engage specialists from Growth Advisory.
• Clarify and coordinate handoffs among CSMs, Technical Account Managers, Growth Advisory, Support, Sales, and Product teams to deliver precise, context-aware customer support and strategy.
• Create scalable solutions by transforming repetitive customer issues into playbooks, templates, educational assets, webinars, internal enablement tools, and product feedback to prevent redundant problem-solving.
• Establish, monitor, and enhance key performance metrics tied to product adoption, account health, customer outcomes, renewal and expansion influence, account strategy quality, and risk visibility.

Desired Qualifications and Experience

• 8 to 12+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Revenue, or related client-facing roles.
• Minimum of 4 years leading and expanding customer-facing teams.
• Strong track record managing renewal, expansion, adoption, account health, or customer growth outcomes.
• Comfortable engaging with founders, executives, product and growth leaders, and technical staff.
• Experience building and managing customer segmentation, coverage models, account planning systems, health scoring, regular business reviews, and renewal processes.
• Technical fluency appropriate for a product-led, developer-focused organization.
• Excellent analytical skills to effectively utilize data related to customers, products, revenue, and usage for prioritization.
• Outstanding written communication skills and proficiency in asynchronous collaboration.
• A proactive approach with high ownership and consistent follow-through.

Preferred Additional Experience

• Background working in industries involving mobile apps, subscription models, marketplaces, gaming, or other monetization and growth-focused businesses.
• Experience scaling customer success motions through significant company growth phases (e.g., from $30M ARR to $100M+ ARR).
• Proven ability managing both high-touch strategic accounts and broader technology-enabled customer programs.
• History of cross-functional partnership with Technical Account Managers, Support, Sales, Product, Marketing, and advisory teams.
• Expertise in recruiting and developing CSMs with strong business insight and product curiosity rather than solely relationship management skills.
• Use of customer behavior insights to impact product roadmaps, enablement strategies, marketing, and sales planning.

Initial Success Milestones

• Within the first month: Gain comprehensive understanding of RevenueCat's product, customers, segments, and current customer success operations; evaluate key managed accounts identifying risks and opportunities; observe team interactions and customer communications; form an initial assessment of the CSM team’s strengths and gaps.
• Within three months: Implement a standardized account plan format for top customers; initiate monthly review meetings for high-value accounts focusing on opportunities and risks; define clear ownership structures between CSM, Technical Account Managers, and Growth Advisory; set initial success metrics; actively contribute to advancing key accounts; identify hiring and coaching priorities.
• Within six months: Deliver a tiered CSM engagement model balancing depth and scalability; enhance account strategy consistency; establish feedback loops that convert recurring customer challenges into accessible resources; improve renewal and expansion processes; optimize customer support handoffs to streamline the experience.