Head of Customer Success

Headquarters: Remote URL: http://onthegosystems.com WPML is the world's most popular multilingual plugin for WordPress. We power hundreds of thousands of paying customers. Our customers are agencies, store owners, publishers, and governments. We have been profitable for over a decade. We ship real software that real customers depend on. We are not a startup looking for product-market fit. We are a mature company that needs someone to own one of our most important numbers. The Job You own retention. Not coordinate it. Own it. That means: Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results. Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on. You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves