Customer Success Head

About the Role

We’re looking for a Customer Success Lead to own the entire post-sales lifecycle and client delivery engine at ShopOS.

This is not a traditional CSM role.

You will operate at the intersection of customers, delivery, and AI-led operations.

You will:

• Manage a team of Customer Success Managers (CSMs)
• Own end-to-end client delivery (SLA, quality, throughput)
• Drive upsell and expansion across accounts
• Build processes, SOPs, and systems from scratch
• Act as the bridge between customers, delivery teams, and product

At ShopOS, CSMs don’t just manage relationships — they run high-output delivery pods powered by AI + humans.

What You’ll Own

• Own end-to-end customer lifecycle: onboarding → delivery → value realization → expansion
• Drive revenue expansion across accounts through upsell, cross-sell, and new use cases
• Build strong relationships with enterprise clients, including regular check-ins and field visits
• Own client delivery end-to-end — ensure SLA adherence, quality, and throughput across all accounts
• Ensure zero backlog accumulation and predictable delivery output
• Track and optimize key metrics: throughput, SLA adherence, input vs output, QA rejections
• Manage and scale a team of Customer Success Managers (CSMs)
• Through CSMs, manage delivery teams (PS, QA, operators)
• Drive team performance, accountability, and high morale
• Build and implement SOPs and structured workflows across delivery and customer success
• Transition operations from ad-hoc to process-driven systems
• Leverage AI to improve efficiency and scale output, optimizing human + AI workflows
• Own customer experience and escalations — act as final POC and ensure fast resolution
• Ensure fast resolution and zero surprise escalations
• Act as the voice of the customer internally Work closely with Sales, Product, and Delivery teams
• Drive feedback loops and continuous improvement

What We’re Looking For

• 8–10+ years of experience in Customer Success / Account Management / Delivery, with at least 4-5 years in a leadership role
• Proven experience building and scaling support teams in SaaS, eCommerce, or D2C / B2B tech companies
• Experience managing enterprise clients and delivery outcomes
• Proven track record of owning both delivery and revenue expansion through upselling
• Strong operational mindset with experience defining workflows, SLAs, SOPs escalation metrics / paths, and QA processes
• Exposure to AI-led workflows or automation-driven operations
• Excellent communication and stakeholder management skills
• Ability to balance customer empathy with business and product priorities
• Experience working cross-functionally with Product and Engineering teams
• High ownership, comfortable operating in fast-paced environments

You’ll Thrive If You…

• Can bring structure to chaos and build systems from scratch
• comfortably owning both delivery and revenue
• Think in terms of outcomes, not activities
• Can operate across customers, teams, and internal ops
• Are excited about using AI to scale operations

Our Values

• Extreme ownership and bias for action
• Honest, high-velocity communication
• Respect for craft and obsession with users
• Fast, scrappy iteration over perfection
• Low ego, high empathy, radical candor

What We Offer

• Competitive salary + high growth opportunity
• Health & wellness benefits
• Chance to scale a category-defining AI company
• Direct mentorship from founders and top E-commerce / AI veterans who are our advisors
• High ownership, zero bureaucracy culture