A product martech company Aplaut is looking for a Head of Customer Success.

Aplaut creates a SaaS product for online stores and retail. Leading brands and large companies trust Aplaut: Samsung, Ostin, Sportmaster, Citilink, Rivoli, and others.

The main product is a unified platform for managing reviews and other user-generated content with AI:

• Content collection: reviews are collected from the client's website, apps, and other channels through a smart form with gamification elements, and also aggregated from marketplaces.
• Automation and AI: reviews go through an auto-moderation and publication system, where some processes are automated using artificial intelligence.
• Single window: in a unified interface, brand representatives, suppliers, and sellers respond to negative feedback, positive feedback, and questions in the Q&A section.
• Business analytics: based on the collected data, clients make strategic decisions — remove low-quality products from sale, change supply chains, and improve their products.

Who we are looking for:

• We are looking for a mature, charismatic, and systematic Head of Customer Success who will take full ownership of the client base and the team.
• We need a leader who feels personal responsibility for retaining and growing each client, is not afraid of complex escalations, and is ready to be accountable for the department's final business metrics.
• You will work directly with the company's founder, will be able to completely rebuild the department's work, and form your own team.

Key results:

• Maximum value: clients use the product to its fullest and see real benefits in terms of money and metrics.
• Key relationships: direct contact is established with those who actually make decisions on the client's side (C-Level, Founders).
• Long-term growth: clients stay with the company for years, grow together, and expand contracts.

What you will be doing:

• Revenue growth and retention: responsible for ensuring clients stay and develop cooperation. Key metrics are Gross Retention Rate (GRR), Net Retention Rate (NRR), Monthly Recurring Revenue (MRR), and Churn Rate.
• Negotiations with top management: build direct relationships with business owners, marketing directors, e-commerce, and IT directors of key clients.
• Implementation of a customer management system: build a clear assessment of customer health (Health Scoring), implement regular risk reviews (Risk Review) and business reviews with clients (QBR/EBR).
• Managing launches and integrations: ensure new clients are quickly connected to our system via API, and reduce Time-to-Value.
• Team management: lead CS managers (currently 2 people), update work standards, hire and develop employees.

What is important:

• Experience in B2B and IT products: from 3 years of working with complex B2B IT products and a deep understanding of the e-commerce market specifics, where you know how to quantify the value of the service for the client in business terms.
• People management experience and drive: experience managing a team (from 3 people), where you personally hired, trained, and made decisions about departures. You know how to inspire people around you — both your employees and clients.
• Understanding of web and e-commerce analytics: fluent in product and e-commerce metrics (funnels, conversions, average check, LTV, Retention) and can read Yandex.Metrica. You are proficient in analytics and can easily translate product performance into clear financial benefits for the client.
• Confident business communication: from the first meeting, you create the image of a strong expert with whom clients want to consult. Clear speech, composure, and excellent emotional intelligence allow you to easily build a dialogue with C-Level clients on equal terms.
• Technical background: you not only understand APIs and integrations at a managerial level but have real practical experience. You are calm when facing complex tasks and, if necessary, can look into the code or logs yourself to quickly find a bug.
• Education and development: higher education and a commitment to continuous development. You regularly read industry literature, follow the latest IT and e-commerce market trends, and quickly implement best practices in your work.
• Having your own contacts in e-commerce (Network) will be a huge plus.

What we offer:

• Direct involvement in the business: work closely with the company's founder and have a real impact on product development.
• Full freedom: the opportunity to independently build CS department processes and form your team to achieve set goals.
• Total compensation: salary + transparent bonus system for base retention.
• Reliability: accredited IT company; official employment under the Labor Code of the Russian Federation from day one.
• Flexible schedule: convenient hybrid model (3 days in the office / 2 days remote).
• Comfortable office: cozy loft located 5 minutes walk from "Elektrozavodskaya" metro station.
• Health care: Voluntary Medical Insurance (DMS) for complete peace of mind or fitness club compensation, as well as 5 sick days per year without the need to provide a sick leave certificate.
• Training and development: funding for professional training and industry literature at the company's expense.
• Trust and team: a culture without micromanagement and bureaucracy, where you are trusted.

Selection stages:

HR interview --> Introduction and technical interview with the founder (CEO) --> Final interview with the founders (CEO and CTO) --> Job offer.