Head of PLG Customer Success
GitKraken
full-time
Posted on:
Location Type: Remote
Location: Arizona • United States
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Job Level
About the role
- Own the customer journey immediately following sign-up
- Design, test, and optimize the onboarding flow to minimize friction and accelerate the user's Time-to-Value (TTV)
- Define, map, and continuously optimize all customer lifecycle stages from Activation to Renewal and Expansion
- Develop and execute high-impact, usage-based strategies to retain at-risk users/accounts
- Lead the strategy for customer data and telemetry to ensure robust tracking of all user behaviors
- Own the strategy and execution of contextual communication designed to drive successful outcomes within the product
- Serve as the 'Voice of Retention' by partnering with Product teams to prioritize product improvements
- Own and report on critical business metrics related to the installed base
Requirements
- 4-10 years of specialized experience in Product Growth, Lifecycle Management, or Customer Value roles within a B2B Product-Led Growth (PLG) company
- Deep practical expertise in designing and optimizing onboarding and activation flows
- Proven experience in defining requirements for and utilizing advanced customer usage telemetry platforms (e.g., Mixpanel, Amplitude, Heap)
- Experience with customer communication tools (e.g., HubSpot, WordPress)
- Strong analytical skills with proficiency in SQL or similar tools for deep customer data segmentation and analysis
- Exceptional ability to bridge Product, Engineering, and Customer Success functions
Benefits
- Competitive compensation with annual performance-based pay increases
- Flexible Paid-Time-Off Policy + paid company holidays (chosen by our employees)
- Generous paid parental leave
- Pet insurance plan (with no exclusions)
- Health, dental, and vision insurance with competitive employer cost-sharing + employer-paid life/AD&D insurance
- Modern, fully equipped offices designed to maximize productivity in a hybrid environment
- Great Place to Work Certified
- Paid career development opportunities, audiobook subscriptions, and mentorship
- 401(k) retirement plan plus company matching
- Company-paid domestic trip after your 1-year anniversary, and an international trip every 5 years
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
onboarding flow designcustomer lifecycle optimizationcustomer retention strategiescustomer data analysistelemetry platformsSQLdata segmentationactivation flow optimizationusage-based strategies
Soft Skills
analytical skillscross-functional collaborationcommunication skillsstrategic thinkingproblem-solving