As Head of Customer Success, you’ll own our customer success strategy and lead a growing team of Success Managers. Your mission is clear: maximise product adoption, retention, and net revenue growth by ensuring every customer realises measurable value from Scoro.
Reporting to the VP of Global Services, you’ll set the direction for how we engage, retain, and grow our customer base. You’ll lead a distributed team of Success Managers with revenue responsibility, build scalable success operations, and work cross-functionally with Onboarding, Support, Product, Sales, and Marketing to deliver seamless customer journeys.
This is a senior leadership role where you’ll combine strategy with hands-on leadership, developing frameworks, forecasting retention, and coaching the team to deliver exceptional outcomes at scale.
This role is open to candidates based in the UK and Estonia.
What will you do?
- Own the strategy for adoption, retention, and net revenue growth, aligning with company OKRs and targets.
- Lead, coach, and grow a distributed team of Success Managers with revenue and customer portfolio responsibility.
- Build scalable frameworks for customer health scoring, risk detection, intervention, and expansion opportunities.
- Partner with Onboarding and Support to align service delivery models, ensure proactive customer health monitoring, and strengthen expansion pathways.
- Collaborate with Sales, Product, and Marketing to improve onboarding, product adoption, and customer experience.
- Deliver accurate retention forecasts and reporting on customer health, revenue, and resource needs.
- Drive operational excellence and continuous improvement across Customer Success.
- Bring the customer voice into company strategy, ensuring insights directly influence product and business decisions.
Here’s what awaits you at Scoro:
- Possibility to Make an Impact: Work on a meaningful, globally-used product that helps businesses streamline their workflows and achieve more.
- Stock Options Package: Be part of Scoro’s growth and share in our success.
- Health Comes First: health insurance, three paid medical days, and covered mental health services.
- Annual Leave: Over 5 weeks of paid time off.
- Loyalty Days: 1-5 extra holiday days per annum based on tenure.
- Work Where You Thrive: We have offices in Tallinn and Riga. Our UK team is fully remote, occasionally meeting in London for co-working sessions.
- Pension Plan: We offer a pension plan through Smart Pension, including an employer contribution (available for UK employees).
- Paid Maternity & Paternity Leave: In the Baltics, maternity and paternity leave follow local legislation and are covered by the government. For UK employees, we offer 12 weeks of paid maternity leave and 8 weeks of paid paternity leave after 12 months of tenure.
- Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
- Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
- A Unique Company Culture: A diverse international team built on trust, teamwork, and laughter. Get a glimpse of life at Scoro on Instagram and Scoro's Blog.
You’d be a great fit if you have:
- 5+ years of experience in B2B SaaS, with a Focus on leading Customer Operations, including Customer Success, New Customer Onboarding, and Support.
- A track record of driving net revenue retention through data-led growth experiments, adoption initiatives, and churn-reduction strategies.
- The ability to balance automation with human touch, building scalable processes that deliver customer value from onboarding through long-term expansion.
- High emotional intelligence and resilience, able to navigate complex customer and team dynamics with integrity.
- Strong communication skills, simplifying complex topics and influencing effectively at all levels, including executive stakeholders.
- A growth mindset - constantly seeking to innovate, improve processes, and push the function forward.
Bonus points for:
- Experience managing both SMB and mid-market customer segments.
- Experience operating in international or multi-regional customer success environments.
If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside.
Please do not see everything in this job ad as a "must have" but rather as a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"
At Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
