Head of Customer Success

We’re looking for a Head of Customer Success with experience leading SaaS teams through significant growth. You’ll own our customer success strategy and work hands‑on with Account Management, Onboarding, and Customer Support to help customers get more value from Ludus while maintaining the service and relationships we’re known for.

Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs.

In this role, you’ll own customer success strategy and partner with the managers leading Account Management, Onboarding, and Support to turn priorities into clear plans, effective processes, and measurable results. You’ll also work closely with Product and Sales on customer feedback, handoffs, education, and product adoption.

This is a hands‑on role. When a complex situation gets escalated, you take ownership and help the team move it forward.

If you have experience scaling customer‑facing SaaS teams and want to stay close to both the work and the customers, we want to hear from you.

At Ludus, our mission is to bring people together through shared experiences. It’s a big goal that allows for limitless expansion to make a difference in the world.

We get shit done, move fast, and are constantly learning and adapting. We embrace low process and high trust to navigate change and figure out what works.

We believe success is never final and when you think it is, that is when you fail. For us, success is a sum of small efforts, including trial and error, so we move at an unrelenting weekly pace.

In order to grow as a company and individually, discomfort is necessary so we can continue exploring new ideas and push ourselves to build quality tools to offer the best solutions for our customers.

If you prefer a hand‑holding environment where everything is black and white, that’s not us. If you’re a self‑starter and can thrive in controlled chaos, Ludus is the place for you — it’s time to find your role

• Own customer success execution. Turn business priorities into deliverables that improve retention, adoption, account growth, and the customer experience.
• Lead and support team managers. Work closely with the managers responsible for Account Management, Onboarding, and Support to establish clear ownership, expectations, handoffs, and accountability.
• Build processes that scale. Work with team managers to build consistent playbooks, templates, reporting, and follow‑up across teams. Identify gaps, simplify work, and introduce automation where it improves the experience for customers and employees.
• Strengthen account coverage and growth. Partner with Account Management to improve outreach, identify customer risk, increase product adoption, and connect team activity to customer and business outcomes.
• Improve onboarding. Partner with team managers to set milestones, completion criteria, and handoffs so customers move from signup to successful use. Address delays and adapt the approach to different customer needs.
• Maintain a high standard of support. Partner with the Support Manager on service quality, responsiveness, accuracy, staffing, and coverage through seasonal changes in demand.
• Own complex customer escalations. Make timely decisions, coordinate the right people, and see issues through to resolution. Bring recommendations to company leadership when broader business decisions are needed.
• Improve retention. Establish consistent tracking and review of customer health, churn reasons, and risk signals. Coordinate action across teams and measure whether it improves customer outcomes.
• Shape customer education and team enablement. Partner with team leaders and Product to prioritize…