Head of Customer Success

OverviewFixed-Fee and Subscription Recruitment Model for Start-Ups - Fractional Talent Partner at Claimit, Cult Mia, Housr, InvestorHub, Levellr, Magentic Labs…

Levellr is the Enterprise Marketing Solution for Discord, used by some of the world’s largest gaming companies

(Scopely, Krafton, Epic) , brands

(Pixel, Gemini and YouTube)

and music labels

(Universal, Warner)

to help them grow, manage and monetize communities on Discord.

About LevellrLevellr was founded by Tom (CEO) and Ben (CTO), who have experience in both start-ups (MyCujoo, Caster Level) and large scale companies (YouTube, Eleven Sports). Since 2021 we’ve grown the team to 30+ employees and are backed by an experienced board who have multiple successful exits between them. The product that we are building is growing in multiple verticals, seeing a 6x growth over the last 3 years and on track to continue.

We believe in substance over hype. We\''re a product-led company building a sustainable business by solving our customers\'' most pressing problems. This allows us to create a culture and a company that we\''re proud to build together.

Values

We have ownership.

We embrace change and take bold risks.

We get shit done.

We have a bias for action and love creating value from our code and our conversations.

We disagree and commit.

We give radically honest feedback and challenge assumptions, then get behind the result and move on.

We grow in uncertainty.

We listen to market feedback and iterate continuously to build products our customers love.

We care.

We care about our team and our community/(ies).

Role and ResponsibilitiesYou will be owning the Customer Success department, the 2nd largest department in the company:

Focus on the company’s overarching software and service strategy, including:

Client retention/loyalty and upselling

Own and gather proactive client feedback

Partnering with marketing and sales on business development

Department growth (hiring/managing team) for profitability

Working with product on iteration and roadmapping via client feedback

Managing a team of 10, across 3 verticals (Gaming, Music, Consumer brands), and 2 distinctions (Account Management and Community Management)

Building and developing the team both within CS and working with Product for further SaaS solution positioning

You bring

Substantial commercial experience

in Account Management, Customer Success, or a related client-facing role (ideally 8+ yrs)

Experience

in a leadership position , managing teams and owning department-level targets. (ideally 3+ years)

Proven track record of

retaining and growing enterprise accounts , ideally in SaaS, community management, or adjacent industries (media, sports, gaming, entertainment).

Understanding of how to balance

retention, upsell, and product adoption

strategies.

Background in SaaS business models, subscription growth, and enterprise client engagement.

Familiarity with

community-led growth

or customer engagement platforms (Discord, Telegram, Slack, etc.) would be a strong plus.

Attributes we are looking for

Entrepreneurial mindset; someone who thrives in

growth-stage start-up environments .

Excellent communicator, both with clients and internally across different departments.

Data-driven approach to measuring customer health, retention, and account growth.

High EQ with the ability to balance

client advocacy

and

company profitability .

We take the health and well-being of our teammates seriously. Just tell us what you need to be happy and successful, and we’ll try our best to accommodate.

Benefits

5 weeks holiday + public holidays

Flexible, hybrid and remote working

Annual UK team trips

Stock options

A say in how we grow—your voice will shape our future

Equality and InclusionWe are an equal opportunity employer aiming to build a diverse team. We do not discriminate on the basis of ethnicity, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We’re open and inclusive, and it’s important to us that you are too.

Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service and Management

Industries: Software Development, Computer Games, and Technology, Information and Media

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