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Описание: |
CLUST is a venture builder where successful businesses grow.
Young entrepreneurs launch and scale projects within our ecosystem, and specialized professionals realize their professional potential. We aim to work with talented entrepreneurs to learn and turn great ideas into profitable businesses.
Now we’re helping an AI-driven startup that scaled to more than $2M ARR on Tier-1 markets. The company is now focused on turning customer retention into its strongest growth engine.
We seek for a strategic Head of Customer Operations to transform retention into predictable revenue growth. You’ll own this journey end-to-end — from onboarding to activation, adoption, expansion, and retention systems.
What you will do:
* Build a scalable onboarding & activation engine that compresses time-to-value.
* Ensure every customer reaches their first key milestones (e.g. first 2 booked meetings within the first month).
* Design and run retention frameworks: customer health scoring, alerts, and daily save pipelines.
* Partner with Product to close the churn gap and accelerate customer adoption.
* Drive expansion revenue with playbooks based on usage, signals, and champion moves.
* Work cross-functionally with Sales to qualify customers with the highest chance of success.
* Lead and grow the CS team (5+ people) across onboarding, support, and success — with a data-driven culture of playbooks, metrics, and coaching.
What we’re looking for:
* 5+ years leading Customer Success, Retention, or Support in SaaS / tech scaleups.
* A track record of lowering churn and driving revenue growth from existing accounts.
* Strong with numbers and patterns: you’re comfortable digging into cohorts, retention dashboards, and tools like Amplitude, PostHog, or Tableau.
* Hands-on operator — you can spend time with clients directly while designing systems that scale.
* Skilled at building activation paths, health indicators, and expansion playbooks that actually work.
* English B2 — you’ll work daily with global Tier-1 clients and founders.
* Familiar with AI-driven or data-heavy products and sales tech stacks like HubSpot, Salesforce, or Outreach.
* Startup DNA: extreme ownership, high energy, curiosity, speed, and self-organization — you thrive when creating processes from zero in a fast-moving environment.
Work setup & schedule
This is a startup environment — fast, flexible, and demanding. The role is office-based, with a strong leadership team and plenty of hands-on work under close supervision.
* No shift work — but you’ll align with global clients across multiple time zones (US Pacific, Central, Australia).
* Daily stand-ups to start the day, and an evening check-in call for alignment.
* No night shifts, but sometimes you’ll need to stay connected later (on-call or urgent maintenance). Everything simple is covered by AI.
What we offer:
* While we keep flexibility, this role is primarily office-based — it helps us share knowledge, react quickly, and grow faster as a team. Hybrid remote setup is possible after a short probation period.
* Flexible working hours that align with your most productive rhythm.
* Direct work with founders who’ve built and exited startups before.
* Equity package + competitive compensation.
* Vacation days, sick leaves and holidays package.
* Flexibility, ownership, and freedom to shape the Customer Success direction.
Recruitment process
We keep it simple: HR interview → Interview with CEO → Case discussion.
There are no random people on our team. We are all united by the desire to turn great ideas into successful businesses and drive the market. We are proactive, caring, and result-oriented. If you share our values and have relevant experience, please send us your CV. We will be happy to discuss the details of future cooperation!
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