Head of Customer Success

Overview Our mission. The system is broken. Sales should be an art of relationship building and strategy, but it has become a bureaucratic science. Exceptional talents have been turned into accountants, drowning in administration, CRM, and reporting. At Modjo, we exist to break these chains and transform the B2B sales profession. If you want to build the product that will make salespeople invincible and redefine an industry: Welcome aboard. Our culture Raise the Bar (Excellence as a standard) We care deeply about quality, in our product, our decisions, and the people we hire. We continuously challenge ourselves and each other to do better, think sharper, and aim higher. Excellence is not a one-off achievement; it’s a daily practice. Team Spirit, with honest feedback We believe great teams are built on trust, candor, and collaboration. Feedback is not optional: it’s how we grow. We care about working well together, helping each other progress, and addressing issues directly and constructively. Sales First. Always. Everything we build starts with the reality of sales teams in the field. We obsess over real user problems, not theoretical ones. Decisions are driven by impact for our users, because when salespeople win, we win. Entrepreneurial mindset We act like owners. We don’t wait for perfect conditions or detailed instructions to move forward. We take responsibility, spot opportunities, fix what’s broken, and build with pragmatism. Autonomy comes with accountability. About Modjo At Modjo, we’re on a mission to free salespeople to rediscover the art of selling. The sales world is broken: even top performers spend more time documenting than selling. We exist to change that. By removing admin noise and empowering teams with AI agents, Modjo helps sellers focus on what truly matters: building trust, driving strategy, and closing deals. Our AI doesn’t replace the human touch; it amplifies it. We build for people who want to perform, progress, and win. With 70+ people and strong ambitions for our next stage of growth, we’re scaling fast across Europe and strengthening our AI team to move even faster in building our AI product capabilities. Mission of the Role Your mission is to lead the transition to AI-powered sales for our customers. We are building a future where B2B sales is no longer defined by "administrative debt." In this new era, every rep is supported by an AI assistant that acts as their second brain—automatically capturing deal intelligence and updating CRMs so they can focus on what they do best: building relationships and closing deals. You will lead Success and Support teams and be responsible for post-sales customer experience to secure renewals and drive NRR. You will report directly to the COO and co-founder of Modjo. Your impact Product Adoption: Achieve high daily engagement rates where reps actively engage conversations with Modjo AI. GRR (Gross Retention Rate): Secure renewals and drive a direct increase in GRR (aiming for 85%+ 12-months) via strong product adoption and maintaining high-quality value-based relationships with Sales leaders who are our key decision makers. NRR (Net Retention Rate): Boost NRR above 110% by contributing to the "land and expand" strategy and identifying upsell opportunities via close collaboration with other revenue teams and powermap discoveries in large organization. Team Excellence: Build a happy, engaged, and continuously learning 12+ people team (Success + Support) that is at the forefront of leveraging AI for customer success and support. Scalability: Build and structure processes so that the team can effectively manage onboardings, run, renewals and upsell detection for 600+ customers today to thousands in the years to come. Product Synergy: Establish a strong feedback loop where the Product roadmap is fuelled by deep customer insights and co-building sessions with our key accounts. Your skills The CS Architect: You have a proven ability to design and iterate on a Customer Success Playbook that is scalable, repeatable, and results-oriented. Digital Customer Experience: You know how to shape the digital experience for users and customers to discover the product, its capabilities and use cases, and how they can get the most out of it. People Leadership: You know how to hire, inspire, and develop CS talents in a fast-paced startup environment. AI Evangelist: You don\'t just use AI; you are obsessed with its potential to change work. You can articulate the "Why" and "How" of AI to both traditional and innovative sales leaders. The "Doer" Mindset: You learn on the field. You aren’t afraid to get on calls with customers, but you measure everything with data to ensure your "boots on the ground" insights are backed by numbers. Change Management Expert: You understand that our core mission is driving organizational change. You excel at helping customers break legacy habits and leading the cultural shift required to transition from manual work to an AI-integrated sales workflow. B2B Experience with complex orgs: You know what a powermap is, how to identify who is making decisions and how to use this to secure renewals in complex organizations. Who you are 10y+ experience in a Customer Success roles, with 4y+ experience in leadership position, and have successfully scaled a CS team during the critical $5M to $20M ARR transition Strong B2B SaaS background understanding the complexities of B2B sales cycles, CRM ecosystems, and the "Value Realization" journey in a professional software context Collaborative, low-ego, and ambitious, pushes for high standards and rapid execution Proven track record of closely collaborating with Product, Marketing and Operations to reshape a Customer Experience Hiring process First Interview Case Study VP Sales interview Meet the team Final round - CEO interview #J-18808-Ljbffr