Head of Customer Success

About WPML

WPML is the world's most popular multilingual plugin for WordPress, powering hundreds of thousands of paying customers including agencies, store owners, publishers, and governments. We have been profitable for over a decade and ship real software that real customers depend on. We are a mature company, not a startup seeking product-market fit.

The Job: Head of Customer Success

You will own retention. Not coordinate it, but truly own it. This means setting targets, building plans, executing work, and reporting results for churn rate, renewal rate, and net revenue retention. You will be responsible for moving our NPS program and public rating surfaces (Trustpilot, Capterra, G2).

You will lead the existing Retention team, shaping its evolution, coaching its members, and helping them achieve more. Your AI-amplified work will scale the team's impact. You will work closely with Support, Engineering, and Product as your core counterparts. You will proactively mine support trends for churn signals and customer struggles, using internal intelligence tools directly. For retention-critical fixes, you will collaborate with Engineering and Product, providing clear business cases for prioritization.

You will report directly to the CEO, with no layers or unnecessary layers of management.

Who You Are:

• You are hands-on and want to do the work, not just manage it. Your best weeks involve writing strategy, running analysis, drafting communications, and shipping experiments yourself, using AI tools daily to amplify your efforts.
• You have measurably improved a retention metric at a previous company and can describe the specific actions and results.
• You come from a self-serve B2B SaaS environment (SMB, prosumer, or developer tools) and understand the nuances of a self-serve renewal motion.
• You are data-fluent, comfortable reading funnels, and can write SQL or precisely instruct an analyst.
• You are decisive, committing and adjusting with approximately 70% of the information, and do not escalate decisions you were hired to make.
• You view coordination as a cost of doing business, not the substance of the work itself.

Note: This role is not suitable if your most recent experience is enterprise CSM with a dedicated book of accounts.

What We Offer:

• A real metric to own and the authority to move it.
• Direct, regular access to the CEO with no politics or committees.
• An AI-amplified working culture, with investment in tooling and team norms that allow a small operation to punch above its weight.
• Competitive senior-leadership compensation (specifics to be discussed with HR).
• 100% remote since 2008, with a strong async culture, modest meeting load, and real flexibility on hours.
• Competent counterparts in engineering, product, and support who are all focused on shipping and customer intelligence.
• Direct access to customer intelligence through internal tools, allowing you to probe support trends, ticket patterns, account behavior, and churn signals on demand.
• Generous time off, education and conference budget, and hardware allowance.
• The stability of a 17-year-old profitable company without bureaucracy.

We’re excited to hear from people who enjoy building, improving, and making a real impact, and we look forward to learning more about you!

To apply: Link to application