Head of Customer Success
Level inferred from job title
Job description
Owns every customer relationship after signature at Albatross AI, running pilots to a measured A/B result, converting to long-term contracts, driving renewals and expansion, and building the Deployment Strategist team. The role reports to the CEO and is remote in Europe with up to 30% travel.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Europe
What you'll do
- Own every customer relationship after signature, as the senior point of contact for their CPO, VP of Data and VP of Engineering
- Run every pilot to a result: live A/B test in seven weeks, uplift measured, contract converted
- Keep customers on the platform: primitives and platform components as designed, configuration over custom code; when a customer asks for bespoke work, find the way to do it with what exists, or say no
- Own renewals and upsells: every live customer to all primitives, and group agreements rolled out to every marketplace the group owns; handle customer QBRs and show impact
- Own customer support: one front door, fast answers, incidents handled with the customer informed before they ask
- Hire, build and lead the Deployment Strategist team across Europe and the US
- Turn every customer into a reference: case studies, press releases, a CPO who takes the call from the next prospect
What we're looking for
- Come from software: have deployed a SaaS or API product into enterprise customers, and know the difference between building bespoke solutions and configuring a platform
- Have built a customer success, deployment or solutions function from zero at a startup, and ran it on numbers: time to live, pilot-to-contract conversion, net revenue retention
- Have owned renewals and expansion for enterprise customers, with the numbers to show it
- Have hired and led a technical, customer-facing team: solutions engineers, implementation consultants, forward deployed engineers or data analysts
- Technical: can read an A/B test, know what data a model needs, and can guide the analysis yourself
- Move fast and hold the line: do not overpromise, do not let scope grow, get to a strong result fast and iterate from there
- Stay calm when the page is down
- Like to travel
- Eligible to work in Europe
Nice to have
- Have worked with marketplaces, e-commerce, or search, personalisation or recommendation products
Your team
Deployment Strategist team
A team that runs customer deployments; one strategist per five customers, every customer on all four primitives. The first strategist is already hired.
Benefits
- Europe-based: total at target €180-230k (€140k-€170k gross base salary + €40k - €60k variable at target)
- Equity, four-year vesting, one-year cliff
- Full remote flexibility across Europe
Apply
About Albatross AI
LLMs understand words. We understand behavior.
Albatross builds perception models that power product discovery. One platform, four primitives: discovery feed, similar items, playlist, contextual search. A customer goes live in seven weeks. The pipeline is global, deployed in 12 countries.
Mission
Build perception models: AI that understands human behavior and powers product discovery the way a great salesperson does, by observing the customer and adapting in real time.
Key facts
- Models power discovery for 50 million+ shoppers a month
- Wallapop: +119% homepage engagement, +35% overall engagement
- OfferUp: +84% homepage engagement, +20% overall engagement
- One platform, four primitives: discovery feed, similar items, playlist, contextual search
- A customer goes live in seven weeks
- Deployed in 12 countries
Partners & customers