Head of Customer Success; Remote from Bulgaria

Head of Customer Success (Remote from Bulgaria)
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in Bulgaria. In this role, you will lead and scale the Customer Success organization, ensuring customers achieve maximum value from the company’s solutions. You will be responsible for driving retention, expansion, and satisfaction while managing a high-performing team of Customer Success Managers.

The role requires strategic oversight of the entire customer lifecycle from onboarding and adoption to renewals and advocacy while collaborating closely with Sales, Marketing, and Product teams. You will use data-driven insights to optimize processes, enhance customer experience, and foster long‑term partnerships. This is a high‑impact position in a fast‑paced, high‑growth environment, offering the opportunity to shape both strategy and execution.

Accountabilities

Lead and develop a high‑performing Customer Success team, ensuring revenue retention and growth targets are met

Own Net Revenue Retention (NRR) goals, proactively reducing churn and driving expansions

Define and execute structured expansion strategies, optimizing upsell and cross‑sell opportunities

Align with Sales, Marketing, and Product teams to champion the customer voice and maximize engagement

Monitor customer health, enhance onboarding, adoption, and long‑term success

Leverage data insights and customer feedback to improve processes and customer satisfaction

Drive multi‑year renewals, scalable advocacy programs, and case studies

Requirements

6+ years of experience in Customer Success, including at least 3 years in a leadership role, preferably in B2B SaaS

Proven track record in driving customer retention, expansion, and satisfaction at scale

Strong leadership skills with the ability to inspire and grow high‑performing teams

Data‑driven mindset with expertise in customer success metrics, account management, and analytics

Exceptional communication skills, with experience working with C‑level executives

Ability to thrive in a fast‑paced, high‑growth startup environment

Familiarity with customer success tools, CRMs, and best practices

Fluency in English

Benefits

Competitive salary and performance‑based incentives

Stock options or equity opportunities

Comprehensive health insurance

Annual company trip to a secret location

Dynamic and inclusive startup culture

Opportunity to lead and shape the Customer Success function in a high‑growth environment

Flexible and supportive work environment

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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