Improvado is an AI-powered marketing data platform built for mid-market and enterprise teams. We help companies automate complex marketing data workflows, unify data at scale, and surface insights through BI and AI. Brands like ASUS, Docker, Activision, and H&R Block rely on us to simplify analytics and improve marketing performance.

We’re a fast-growing Series A startup backed by $34M in funding and driven by a team that moves fast, stays curious, and cares about high-quality execution.

About The Role

Improvado is looking for a senior leader to own and scale our Customer Success organization, reporting directly to the CEO and to the Co-Founder. This role will define the strategy, operating model, and execution of Customer Success across onboarding, adoption, renewals, and expansion.

You will lead a global team of Customer Success Managers and partner closely with Sales, Product, and Engineering to ensure customers realize measurable business value from Improvado’s platform.

This is a hands-on, data-driven leadership role: you’ll build processes, define metrics, improve technical enablement across the CS team, and personally drive outcomes in retention, expansion, and customer health.

You will be measured primarily on Retention, Customer adoption and Expansion performance.

Responsibilities

• Own the Customer Success lifecycle strategy from post-implementation through renewal: drive adoption, value realization, and retention.
• Scale and lead a global Customer Success team (hiring, coaching, performance management, career paths).
• Design and continuously improve CS processes, playbooks, and operating cadence (QBRs, health scoring, risk management, expansion motions).
• Build a strong technical and consultative CS function capable of:
  • Understanding customer data stacks (marketing, analytics, BI, data warehouses)
  • Guiding customers on best practices for implementation and usage
  • Translating business goals into measurable product outcomes
• Partner with Sales on expansion strategy and renewal execution.
• Partner with Product & Engineering to:
  • Provide structured customer feedback
  • Influence roadmap based on usage patterns and customer needs
  • Improve time-to-value and product adoption
• Own CS metrics and forecasting: GRR, NRR, churn, expansion, adoption, onboarding time, customer health scores.
• Implement and optimize tooling and workflows (e.g., CRM, ticketing, CS platforms).
• Establish a data-driven, proactive customer engagement model focused on preventing churn and driving growth.
• Act as an executive sponsor for key strategic accounts.

Qualifications

• 7–10+ years in Customer Success, Account Management, or Client-Facing Leadership in B2B SaaS.
• Proven experience building and scaling a Customer Success team with strong GRR and NRR results.
• Strong understanding of SaaS, recurring revenue models, and expansion-driven growth.
• Technically fluent: comfortable discussing data pipelines, integrations, BI tools, and analytics concepts.
• AI-native mindset with demonstrated experience applying AI tools to CS operations, including customer health analytics, churn prediction, lifecycle automation, customer insights, and scalable engagement strategies
• Highly data-driven: you use metrics, dashboards, and analysis to run the business.
• Strong people leader: able to hire, coach, and develop high-performing managers and ICs.
• Strategic and hands-on: can define vision and also dive into complex customer or process problems.
• Outstanding communication, executive presence, and stakeholder management skills.

Nice to Have

• Experience in AdTech, MarTech, or Analytics/BI platforms.
• Experience in a high-growth startup or scale-up environment.
• Experience managing a globally distributed CS team.
• Working knowledge of SQL and data analysis concepts.
• Experience working with Salesforce and Jira (by Atlassian).
• Background in solutions consulting, sales engineering, or technical account management.

Expected Outcomes

• Build and scale a high-performing CS organization with clear roles, career paths, and playbooks.
• Onboarding: 100% of new customers complete onboarding within the target timeframe.
• Adoption: Customers actively use Improvado’s platform across agreed use cases.
• Retention: Achieve and maintain ≥ 90% Gross Revenue Retention.
• Expansion: Drive ≥ 100% Net Revenue Retention through structured upsell and cross-sell motions.
• Customer Health: Implement a predictable, data-driven customer health and risk management model.
• Operational Excellence: Clear forecasting, reporting, and execution cadence across CS.

What We Offer

• Remote-first environment
• Competitive compensation
• Medical and dental benefits
• 401K plan
• Unlimited PTO
• Paid holidays
• Professional development reimbursement