Head of Customer Success (EMEA)

Please note: we’re a remote-first company and offer the flexibility to work remotely within the country listed in the job posting.

At Bitrise, we’re transforming how mobile products are developed and deployed for thousands of customers worldwide. Many customers discover us through events that either introduce them to our platform or help them understand a problem they’re facing and how we can solve it.

As our Head of Customer Success in the EMEA region, you will help lead our team of experts serving as the trusted first point of contact for our customers. You will lead, mentor, and inspire a team of Customer Success Managers to maximize customer retention, expansion, and long-term value. Your primary responsibility will be to drive customer growth by deepening customer relationships, identifying expansion opportunities, and ensuring our customers achieve their desired outcomes using our platform. This leadership role requires a strategic thinker with a strong commercial acumen, excellent team management skills, and a passion for customer success in a fast moving technology environment.

You are the ideal candidate if you

• 5+ years relevant experience leading a team in customer success (CSM or Account Management roles) at a technology company
• 3+ years of experience with forecasting and track record of helping teams meet commercial targets
• Experience working with cross-functional teams
• A high level of accuracy and attention to detail 
• Excellent communication and interpersonal skills
• A proven track record of building and nurturing customer relationships 
• A driven, enthusiastic and “can do” attitude
• Basic technical skills  to confidently discuss customer needs and business goals - and a desire for continued learning! 
• Fluent written and spoken English
• Excellent problem-solving and communication skills
• A willingness to travel onsite with clients as needed

Your responsibilities

Team Leadership & Development:

• Manage and mentor a team of Customer Success Managers to ensure high performance, professional growth, and engagement
• Set clear performance expectations, conduct regular one-on-ones, and facilitate ongoing training and development
• Maintain a cadence of review and coaching with the team

Customer Growth & Commercial Focus:

• Develop and implement strategies that drive customer retention, reduce churn, and increase account expansion and upsell opportunities
• Partner closely with Sales, Product, and Marketing teams to align on customer growth initiatives and commercial goals
• Be a representative of the voice of the customer to provide feedback to inform our product roadmap, sales and marketing processes and service improvements

Customer Success Strategy Execution:

• Oversee the customer lifecycle management process to ensure customer satisfaction and successful product adoption
• Leverage customer data, usage metrics, and feedback to proactively identify risks and opportunities
• Understand the technical and business challenges of our customers to ensure they are adopting and deriving  maximum value from our products

Stakeholder Management:

• Build strong relationships with key customer stakeholders to understand business objectives and advocate for their success internally
• Collaborate with internal cross-functional teams to drive customer-centric product enhancements and solutions
• Be the trusted partner and advocate for some of our largest customers
• Act as an escalation point to resolve customer issues

Reporting & Analytics:

• Track and report on key customer success metrics such as Net Revenue Retention (NRR), churn rate, and expansion revenue.
• Use insights to continuously improve team performance and customer growth outcomes.

Process Improvement:

• Continuously evaluate and optimize customer success processes, tools, and methodologies to increase efficiency and scalability.

What we offer

• The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies
• The security of working in a financially stable, growing company with an ever-expanding global customer base
• A remote working environment with opportunities for in-person collaboration
• A global customer portfolio to manage
• A competitive stock options package
• Private medical insurance & life assurance

About Bitrise

Bitrise is a continuous integration and delivery platform, built by and for mobile app developers. Our mission? To help everyone build and operate better mobile apps. By streamlining, automating and optimizing recurring mobile development processes, we free up time and resources for creative, interesting and impactful development tasks, resulting in better, faster releases.

As a successful graduate of Y Combinator, we are born of the same DNA as Airbnb, Reddit and Dropbox. Since Bitrise was launched in 2015, we have grown exponentially: Today, tens of thousands of developers release apps via Bitrise that end up on billions of mobile devices around the world.

Some of the teams who already trust us are Tripadvisor, Shopify, Get Your Guide, or GoDaddy.. Pick up any mobile device, and chances are you’ll encounter multiple apps that were built on Bitrise. Working at Bitrise means contributing to all of that.