Head of Customer Success

Scoro
is an all-in-one work management software that helps agencies, consultancies, and professional service businesses streamline projects and operations in a single platform.

About the Role

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
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 Benefits
  : Three paid medical days, health insurance or Stebby compensation, and covered mental health services.
• Hybrid Work:
  You can work from our Tallinn office or remotely – whichever suits you best. The only requirement is that at least one team member is present in the office each day.
• Annual Leave:
  28 working days per year – that's over 5 weeks of paid time off.
• Loyalty Days
  : 1-5 extra holiday days per annum based on tenure.
• Continuous Learning
  : Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
• Community and Activities
  : Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities.
• Global Gatherings
  : Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
• Unique Company Culture
  : A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe 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.

What happens next?

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
.

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.