Gotphoto
Head Of Customer Success & Growth US & Canada (all genders)
1w ago
WorldwideHeadRemote
Senior leadership role responsible for defining and executing the Customer Success strategy focused on customer retention, expansion, and long-term growth in US & Canada.
About the company
- At GotPhoto, we are freeing photographers to be more successful.
- Through our platforms GotPhoto.com and fotograf.de , we help professional photographers simplify and transform the way they work — from photo management and client communication to ordering and payment processing. Our end-to-end workflow and e-commerce solution gives photographers more time to focus on what matters most: being behind the lens.
- Since 2012, we’ve built a sustainable and profitable business driven by entrepreneurial spirit, innovation, and a deep understanding of photographers’ everyday challenges. Today, thousands of photographers trust our software , creating their own success stories along the way.
- As the leading e-commerce engine for professional volume photographers and a business backed by EQT, one of the world’s leading private equity firms, we’re powered by a team of 150+ talented and international people building technology that simplifies photographers’ everyday work and helps them focus on capturing meaningful moments.
- Join us on our journey to empower photographers like never before.
Responsibilities
- GotPhoto is seeking a Head of Customer Success to a team responsible for customer retention, expansion, and long-term customer growth across our Enterprise and Scale-Up segments.
- This is a senior leadership role responsible for defining and executing the Customer Success strategy with Net Revenue Retention (NRR) as the north star. You will lead a high-performing team focused on driving adoption, expansion, and executive-level customer partnerships while building scalable processes that accelerate growth.
- You will partner closely with Sales, Product, Marketing, and Leadership to ensure customers achieve measurable business outcomes and maximize the value of the GotPhoto platform.
- Own Net Revenue Retention (NRR), driving customer retention, expansion, and long-term revenue growth.
- Lead and develop a high-performing Customer Success organization with clear performance accountability.
- Drive GMV growth through strategic account planning, executive engagement, and value-based customer partnerships.
- Ensure renewal success by proactively managing risk, adoption, and customer health.
- Establish scalable Customer Success processes, playbooks, and operating rhythms to support growth.
- Use customer insights and data to inform strategy, forecasting, and cross-functional decision-making.
- Partner with Sales, Product, and Marketing to align customer lifecycle strategy and improve customer outcomes.
- Act as the Voice of the Customer and influence product and go-to-market priorities.
- Build a culture of accountability, customer focus, and continuous improvement across the team.
Other
- 8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platforms.
- Proven track record leading teams responsible for retention, expansion, and revenue growth.
- Strong commercial mindset with experience managing usage-based or GMV-driven business models.
- Executive presence with the ability to influence senior stakeholders internally and externally.
- Highly data-driven with the ability to translate metrics into clear growth strategies.
- Experience scaling teams and building operational frameworks in a high-growth environment.
- Bonus: Experience in photography, creative services, marketplaces, or other service-driven verticals.
- Work Where You’re Best: In the US, we are a remote-first organization that prioritizes impact over office hours. While our roots are international, we empower our US team to design a workspace that fuels their best work—whether that’s a home office, a local café, or wherever you find your focus. You bring the talent; we provide the flexibility. Work from (Almost) Anywhere: We believe in flexibility that respects your lifestyle. You have the option to work abroad for up to 40 days per year. Whether you are visiting family or simply seeking a change of scenery, we support a work-from-anywhere culture that helps you stay inspired.
- Recharge & Unwind: We prioritize your well-being over a fixed tally of hours, which is why we offer a flexible, unlimited PTO policy and flexible sick days. Whether you need a long-awaited vacation, or time to recover from the unexpected, you have the autonomy to take the time you need to stay at your best.
- Comprehensive Care: We provide comprehensive medical, dental, and vision insurance to ensure you and your family are fully covered. We complement our core healthcare with a broad range of additional benefits, offering a mix of company-sponsored coverage and voluntary options designed to protect your income and your household.
- Multicultural & Inclusive Team: We thrive on diverse perspectives. Our international team fosters a culture of mutual respect and professional exchange, ensuring that fresh ideas and tolerance are at the heart of everything we build together.
- Fuel Your Growth: We’re big on learning. You’ll get a dedicated education budget to explore new ideas and grow professionally.
- Stay Active, Wherever You Are: Your wellbeing matters to us. Through FitOn, you’ll get access to a wide range of online fitness and wellness classes — from yoga and strength training to cardio and mindfulness — so you can stay active and recharge wherever you work.
- Research shows that candidates from underrepresented backgrounds may refrain from applying for positions if they feel they don't meet all qualifications. We strongly encourage you to apply if you’re interested: we're excited to discover how your distinctive experience can enhance our team! We work as one team. Wherever you come from. However, you identify. We believe in equal opportunities.