Head Of Customer Success & Growth US & Canada

The Role 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. Responsibilities 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. We are looking for: 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. The Perks Our culture: We’ve created a collaborative and open work environment. We have a bi‑annual review process and a strong feedback culture to ensure your growth. In‑person team meetings: With teams distributed across the US, we aim to ensure you get to meet with the whole team in person at least twice yearly. Generous Time Off Policy: We offer unlimited vacation to help you balance work and life, along with flexible sick days. Well‑being & Personal Life: We provide paid medical leave and paid parental leave. Fitness: Enjoy free membership with FitOn with generous monthly credits. Learning & Development: You'll receive an annual learning budget of $500. A Final Word: 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. #J-18808-Ljbffr Gotphoto