Head of Customer Success
Remote - Full Time - EST Time Zone
Why This Role Exists
BuyGoods is scaling rapidly, with growing demand across its platform and an expanding base of B2B clients.
This role exists to elevate Customer Success from reactive support to proactive value creation—ensuring clients achieve measurable outcomes while building a high-performing team of CSMs and Key Account Managers.
You will play a critical role in driving retention, growth, and customer satisfaction at scale, while shaping how Customer Success evolves within the business.
What You’ll Own
Leadership and development of a team of Customer Success Managers and Key Account Managers
Driving customer retention, expansion, and overall satisfaction across B2B accounts
Establishing and improving KPIs aligned to business outcomes
Designing scalable processes for onboarding, engagement, and lifecycle management
Performance management, hiring, and coaching of team members
Identifying opportunities to introduce AI-driven customer service tools and automation
Acting as the voice of the customer internally to influence product and commercial decisions
What Success Looks Like
Within 6–12 months, you will have:
Built a high-performing, accountable Customer Success function
Improved key metrics across retention, churn, and customer lifetime value
Implemented clear KPIs and reporting frameworks aligned with revenue goals
Increased team productivity through process optimisation and automation
Elevated the customer experience to a proactive, insight-led model
What We’re Looking For
Must-Have (Non-Negotiable):
Proven experience leading CSMs and/or Key Account Managers in a B2B environment
Background in SaaS, software, or digital/online technology businesses
3–5+ years’ experience with a clear track record of team and customer ownership
Strong leadership capability, including performance management and coaching
Nice-to-Have:
Experience within eCommerce or marketplace environments
Deal Breakers:
Consistent job-hopping (multiple short tenures of 1–2 years)
Lack of team leadership experience
Who Thrives Here
Leaders who enjoy building, scaling, and improving teams
Individuals comfortable in fast-paced, evolving environments
Data-driven operators who focus on outcomes, not activity
People who balance customer empathy with commercial awareness
Why People Stay / Love Working Here
High-growth environment with real ownership and impact
Opportunity to shape how Customer Success operates at scale
Collaborative, performance-driven culture
Exposure to modern tools, systems, and AI-driven innovation
What’s In It For You
Opportunity to step into a second-line leadership role with real influence
Ownership of strategy, team performance, and customer outcomes
Ability to build and scale a function, not just manage it
Direct impact on revenue growth and customer experience
Career progression as the business continues to expand
Interview Process
Initial screening conversation
Deep-dive interview focused on team leadership and Customer Success strategy
Practical discussion on improving KPIs and scaling CS functions
Final stage: leadership and cultural alignment
About the Company
BuyGoods is a fast-growing global eCommerce marketplace and affiliate network, built to help businesses scale their online sales through a powerful, all-in-one platform. Operating at the intersection of digital commerce, performance marketing, and SaaS, BuyGoods connects product owners, advertisers, and affiliates—creating a high-performance ecosystem designed to drive revenue growth. Today, the platform serves millions of consumers across 17+ countries, generates over 1.6M monthly visits, and continues to expand its global network of advertisers, publishers, and partners driving performance-led growth.