Head of CSM

Large organisations consistently make important decisions without the intelligence they already own — because they can't find what they have, can't see what they're missing, and can't act on it fast enough to matter.

We are Stravito and this is the problem we solve.

Due to the universal nature of the problem, our customers come from various industries all around the world. We help world-leading organizations, such as McDonald’s, Nestlé and Heineken, better understand their customers and make better, insights-backed decisions by organizing their knowledge and making it easy to access through our intuitive platform.

We really mean it when we say we're a diverse and international team as our team of 100 has more than 30 different nationalities! We are guided by our operating principles: simplicity first, an “own it, do it” mentality, embracing different perspectives, and enjoying the journey together.

About the job

Stravito helps some of the world's best-known brands make the most of their market research and consumer insights. Our platform brings an organisation's research together in one place, so anyone can find, share and act on what the company already knows. Behind that sits a Customer Success team that our clients genuinely rely on, and that team is what this role is all about.

About the role

We're looking for a Head of Customer Success to lead our global team of Customer Success Managers. This is a hands-on, operational leadership role: you'll be close to the team, close to our customers, and in the details every day.

Strategy for Customer Success is set at the global level. Your job is to make it real: turning direction into practice, embedding change so it sticks, and running the day-to-day so smoothly that problems get solved before they need to travel anywhere. You'll also be a visible senior presence with customers, joining calls and owning escalations end to end.

What you'll do

• Manage, coach and develop a team of 10-15 Customer Success Managers, and be the person they trust and turn to.

• Own customer escalations end to end, and be the senior presence on calls when your CSMs need backup.

• Operationalise change coming from CS leadership, and make sure it actually sticks with the team.

• Keep the machine running smoothly: spot issues early, solve them at your level, and filter information upward.

• Stay customer-facing and in the detail of your team's accounts, not above them.

What you'll bring

• A background as an enterprise CSM. You've done the job yourself and risen up through the CS ranks, so you understand the role from the inside.

• At least 2 to 3 years of people management experience in Customer Success. Your title today might be Senior Manager, Head of, Regional Director or Team Lead; what matters is real management experience.

• Deep accountability. You own people issues and customer situations end to end rather than passing them up the chain.

• A highly operational working style. You're comfortable in the weeds and on top of the details.

• Strength in executing change: you take direction and make it happen, reliably and without needing much steer once you're up to speed.

About You

• Strong communication skills and proven ability to adapt to different stakeholders

• Comfortable working in an ambiguous environment with a natural skill to structure and prioritize accordingly

• A collaborative teamplayer who is able to bring the teams strengths to an even higher level

• You have a track record of using automation, predictive insights, and intelligent workflows to help the team act faster, scale effectively, and deliver proactive customer outcomes.

• This role is for someone who thrives in the day-to-day of running a great team and serving customers well. If that's where you do your best work, you'll love it here!
  
  

This role is fully remote, but you will need to be a current resident for tax purposes in one of the chosen locations.

What’s in it for you?

You will join a remote-first and globally spread team, with company events a couple of times each year as the icing on the cake 🎂 We offer a fun, collaborative environment where everyone truly cares and helps each other. We have zero micro-management and instead you are encouraged to cultivate your own processes while giving and receiving feedback for improvement. Add to that a competitive compensation package, the possibility of working with cutting-edge technology in our industry (such as GenAI) and to be part of simplifying the professional lives of many - what’s not to like?

We look forward to hearing from you!