OnTheGoSystems: 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, including 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.
- Churn rate, renewal rate, and net revenue retention are yours. You set the targets, build the plan, ship the work, and report the results.
- Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. These are not projects you status-report on.
- You lead the existing Retention team and shape its evolution. You coach the team and get more from the people on it than they are getting from themselves today. The team's shape will evolve as your AI-amplified work scales.
- You work with Support, Engineering, and Product as your three core counterparts. Support is where today's churn signal lives; you will mine trends and customer struggles using internal intelligence tools. You will arrive at Engineering and Product with business cases that make prioritization obvious.
- You report to the CEO directly. No layers, no fancy slides, only results.
Who You Are
- You want to be doing the work, not just managing it. Your best weeks are the ones where you wrote the strategy, ran the analysis, drafted the comms, and shipped the experiment yourself. AI tools are part of your daily working stack.
- You have measurably moved a retention metric at a previous company. You can describe exactly how with specific numbers, actions, and results.
- You come from a self-serve B2B SaaS (SMB, prosumer, or developer tools). You know the difference between running a self-serve renewal motion and running an enterprise CSM team.
- You are data-fluent. You read funnels for fun and can write SQL or instruct an analyst precisely.
- You decide. When you have 70% of the information, you commit and adjust. You do not escalate decisions back to the CEO that you were hired to make.
- You treat coordination as the cost of the work, not the substance of it.
Note: If your most recent experience is enterprise CSM with a dedicated book of accounts, this is not the role.
What We Offer
- A real metric to move with the authority to move it.
- Direct, regular access to the CEO. No politics, no committees.
- An AI-amplified working culture. We expect you to use AI tools daily for analysis, drafting, and strategic work.
- Competitive senior-leadership compensation.
- 100% remote since 2008. Strong async culture, modest meeting load, and real flexibility on hours.
- Competent counterparts in Engineering, Product, and Support.
- Direct access to customer intelligence. We have internal tools that let you probe support trends, ticket patterns, account behavior, and churn signals on demand.
- Generous time off, education and conference budget, and hardware.
- A 17-year-old profitable company offering stability 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!