Head of Customer Success

Location: Remote (Global)
Company: Pro Coffee Gear

Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities

Customer Success Leadership

Own the end-to-end customer experience and define scalable customer success strategies to support growth.

Establish and track KPIs, processes, and team goals aligned with business objectives.

Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.

Enable the consultative sales process through client communications across email, SMS, and social platforms.

Oversee ac...