Distro
Distro
About the job
Head of Customer Success
Stop Putting Out Fires. Start Designing the Building.
Let’s be honest: most companies treat Customer Success like a fire department—rushing in with apologies and discounts after something’s already gone wrong.
Not here.
At our company, Customer Success is foundational. It’s the architecture—the structure that keeps everything strong, aligned, and thriving from day one. We believe success is built proactively, not reactively, and we’re looking for a Head of Customer Success to lead that charge.
We’re a high-performing agency of 30, serving over 100 ambitious clients. We’ve grown by delivering real, measurable results—and now we need a strategic leader who can take full ownership of the customer experience and elevate it even further.
This isn’t a support role. It’s a leadership position reporting directly to the founder, with the autonomy and influence to shape how our customers grow—and how we grow with them.
What You’ll Do
This role is about ownership, strategy, and impact. You’ll lead the entire post-sale journey, from onboarding to renewal, and design a customer experience that becomes a competitive edge.
Your Day Might Include
Quiet morning time to “think on paper” and analyze key portfolio trends.
Coaching a team member through a tricky client negotiation.
Syncing with Sales to align on ideal-fit clients—no over-promising.
Guiding a strategic session with a senior client to co-design their next growth phase.
Leading a revamp of our onboarding flow to accelerate time-to-value.
Closing the day with a quick team huddle to align priorities and celebrate wins.
Your Responsibilities
Lead and mentor a growing Customer Success team with clarity, accountability, and care.
Own the full customer lifecycle—from onboarding to strategy, renewal, and retention.
Act as the senior relationship lead for key B2B accounts, building deep partnerships.
Define and execute a proactive CS strategy that aligns with company goals.
Develop and monitor success metrics (e.g. NRR, churn, customer health scores) and drive action based on the data.
Collaborate cross-functionally to advocate for the customer and drive product and process improvements.
Refine and scale repeatable, high-impact CS processes to deliver consistent value.
What We’re Looking For
Fluent English speaker with excellent communication and copywriting skills.
5+ years in a strategic marketing or sales role (LinkedIn marketing experience is a big plus).
3+ years managing senior-level B2B relationships.
Team leadership experience (5+ people) strongly preferred.
Data-driven mindset—you use metrics to diagnose, decide, and improve.
Systems thinker—you anticipate problems before they surface and design ways to prevent them.
Strong collaborator who works well across departments and disciplines.
Why This Role?
Join a leadership team that values long-term thinking, clear communication, and real empathy.
Work in a culture that prioritizes impact over busywork, clarity over complexity, and trust over micromanagement.
See your work drive real outcomes—not just for customers, but for the business as a whole.
Help shape the future of a fast-growing, founder-led company with a product and mission you can be proud of.
Ready to Build Something That Lasts?
If you’re a strategic leader who thinks in systems, thrives in fast-moving environments, and believes that Customer Success should be proactive, human, and measurable—we’d love to hear from you.
Head of Client Success
Distro was started with the growing technology company in mind. Our founding team came together to solve a big problem for both the company struggling to grow their technical teams and the experienced software developer looking to find a great place to work. In today’s rapidly changing world, we know that quality talent is not land-locked. Distro is a platform where companies can find and match with top quality talent in over 200 countries around the world, then interview and hire, and automate payroll.