Head of Operations & Customer Success

Key Responsibilities

1. Customer Success Leadership

• Own the full customer lifecycle: onboarding, adoption, retention, and expansion
• Build and lead executive-level relationships with key customers
• Act as the primary owner of customer outcomes and long-term value realization
• Lead strategic conversations, including QBRs and executive reviews
• Define and track success metrics including retention, expansion, customer health, Time-to-Value (≤14 days), Effective Takedown Rate (≥90%), and monthly impact in USD
• Own the Customer Success system: health scoring, QBR cadence, and renewal/expansion playbooks covering 100% of active accounts

2. Operational Excellence

• Design and continuously evolve operational workflows across monitoring, investigations, and reporting
• Ensure consistent, high-quality delivery aligned with customer expectations and SLAs
• Build scalable processes and systems to support rapid growth
• Define and enforce KPIs, SLAs, and performance standards
• Anticipate risks and proactively resolve operational bottlenecks
• Manage Investigation Qualified Lead (IQL) delivery as a core output, ensuring quality and volume
• Oversee controlled purchase programs and AI Mystery Shopper operations across 8+ countries, ensuring 100% SLA compliance

3. Product & Customer Feedback Loop

• Act as the voice of the customer at a strategic level
• Translate customer insights into structured product and business requirements
• Partner closely with Product & Engineering to influence roadmap priorities
• Identify opportunities for automation and AI-driven efficiencies
• Ensure strong alignment between customer needs and product evolution

4. Team Leadership & Scaling

• Build, lead, and scale a high-performing Operations & Customer Success organization
• Define team structure aligned with company growth and complexity
• Set clear performance frameworks and accountability standards
• Coach and develop team members into future leaders
• Foster a culture of ownership, accountability, and customer obsession

5. Data & Performance Management

• Establish robust reporting frameworks for customer success and operations
• Monitor customer health, service performance, and operational efficiency
• Track critical KPIs:
• Time-to-Value ≤ 14 days for ≥90% of new customers
• Effective Takedown Rate ≥90% (rolling 4-week average)
• Monthly USD quantification of impact for ≥95% of accounts
• Use data to drive decisions and strategic initiatives
• Provide clear visibility to leadership on performance metrics and risks

What We’re Looking For

• 8+ years of experience in Operations, Customer Success, or related leadership roles
• Strong experience in customer-facing roles within B2B SaaS environments
• Proven track record managing and growing enterprise customer relationships
• Experience scaling teams, processes, and operational systems in high-growth environments
• Ability to operate at both strategic and execution levels
• Excellent communication and stakeholder management skills (including executive stakeholders)
• Strong analytical and problem-solving mindset
• Hands-on approach combined with strong leadership presence
• Experience with enterprise brands in high-risk verticals (CPG, pharma, luxury, etc.) is a strong differentiator

Nice to Have

• Experience with marketplaces, social platforms, or digital monitoring
• Familiarity with AI-driven products, automation workflows, or agent-based systems
• Experience with tools such as Notion, CRM platforms, and data dashboards
• Experience building playbooks, documentation, and knowledge systems
• Background in compliance, enforcement, or investigations
• Experience in AI-first environments
• Background in brand protection or anti-counterfeiting
• Experience in Latin America or with regional enforcement authorities