Head of Customer Success Full Time

Who We Are

Space Dinosaurs builds fast, high-converting ecommerce experiences for the world’s top brands, with a focus on conversion rate and revenue optimization. We’re a specialist e-commerce and creative strategy firm that uses AI-augmented engineering and our CDN engineering heritage to deliver high-performance, scalable digital retail experiences that deliver exceptional revenue performance and growth. Together, we’re a global team of talented designers, engineers, strategists, and operators who like solving hard problems, shipping work we’re proud of, and tying our output to measurable results. Built on decades of retail technology expertise, we’re redefining how retail grows. We are recognized by many of the world’s leading retail and consumer brands for designing and building the fastest, most resilient, future-ready websites and applications that consistently deliver measurable outcomes in revenue.

Role Overview

We are seeking a high-impact, commercially driven Head of Customer Success to build, lead, and scale our Customer Success function while owning and growing our post-sale client relationships. This is a strategic and hands-on leadership role responsible for driving net revenue retention, expansion, and renewals across Space Dinosaurs’ portfolio of enterprise and mid-market e-commerce clients. You will sit at the intersection of delivery, sales, and strategy — operating as a true revenue owner, not a support function — ensuring clients realize measurable business outcomes and that we consistently expand our footprint within their organizations.

This role reports directly to the CEO and requires someone who can credibly operate in executive conversations while still rolling up their sleeves to build the function from the ground up. We are specifically looking for a strong leader — someone who has demonstrated success in high-growth environments and is eager to step into a broader leadership mandate with significant ownership and visibility.

Ideal Candidate Profile

• Proven ability to own executive-level client relationships and confidently engage with C-suite stakeholders as a strategic partner (not just an account manager)
• Experience in high-growth, fast-paced environments where ambiguity is high and structure needs to be built, not followed
• Demonstrated track record of driving measurable revenue outcomes through retention, expansion, and client strategy
• Strong business acumen and commercial instinct — understands how to translate delivery into revenue impact
• Operates with a builder mindset — comfortable creating processes, frameworks, and playbooks from scratch
• High ownership, low ego — willing to both lead and execute
• Clear trajectory of growth in prior roles (e.g., early promotion, expanded scope, increasing revenue responsibility)

Essential Functions

• Own and drive net revenue retention (NRR) as a core company growth lever, with clear accountability for expansion and renewals across the client portfolio
• Act as a strategic advisor to clients, translating delivery into business outcomes (conversion, revenue, performance) and ensuring clear articulation of value
• Lead executive-level QBRs and strategic reviews, confidently presenting to VP and C-suite stakeholders with a focus on ROI and forward-looking growth opportunities
• Identify and proactively drive expansion opportunities throughout the client lifecycle, not just at renewal
• Establish a predictable renewal and expansion motion, including forecasting, pipeline visibility, and risk mitigation
• Serve as the executive escalation point, navigating complex client dynamics with confidence and ownership

Qualifications

• ~8 years of experience in customer success, account management, or client services within a digital agency, consultancy, or e-commerce/SaaS environment
• Proven track record of owning revenue retention and expansion with direct accountability for NRR/GRR
• Demonstrated success managing and influencing executive stakeholders, including VP and C-suite clients
• Experience in high-growth or scaling environments, ideally where processes and functions were built or significantly evolved
• Strong understanding of e-commerce, digital experience, or performance-driven technology solutions
• Exceptional communication skills with strong executive presence and business storytelling ability
• Highly analytical and data-driven, with the ability to connect delivery metrics to business impact
• Career trajectory that reflects growth, ambition, and increasing scope of ownership

Tools

• CRM & Renewals Tracking: HubSpot (or equivalent) — deal management, renewal pipelines, health scoring
• Project & Account Visibility: Jira, Confluence, Airtable, or similar project management platforms
• Client Communication: Slack, Zoom, Teams, Google Meet, Loom for async video updates
• Analytics & Reporting: Google Analytics, Looker, or e-commerce analytics platforms to validate client KPIs
• CS Tooling: ChurnZero, Gainsight, Totango, or similar customer health and lifecycle management platforms
• Data & Documentation: Google Workspace (Docs, Sheets, Slides) for QBRs, value reports, and executive readouts

What We Offer

• Startup Environment: A lean, fast-moving team where ownership, autonomy, and accountability are expected.
• High-Impact Work: Meaningful, hands-on work with direct visibility into outcomes and production impact.
• Top-Tier Clients: Opportunities to work with well-known, global brands and complex, real-world challenges.
• Competitive Compensation & Benefits: Market-aligned pay, comprehensive benefits, and bonus structures where applicable.
• Unlimited PTO: Flexible time off built on trust, ownership, and clear expectations.
• 100% Remote Work: Work from anywhere with a distributed, async-first team.
• Growth & Development: Room to expand scope, build expertise, and grow alongside the company

EEO Statement: Space Dinosaurs is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected characteristic. Employment decisions are based on job-related qualifications and business needs.