At LTV.ai, we’re redefining customer engagement for e-commerce brands by empowering them with their own AI-powered ambassadors to deliver hyper-personalized Email and SMS interactions at an unprecedented scale. Our platform enables brands to communicate with their audience in a natural and contextually relevant manner, driving higher engagement and conversion rates. While increasing LTV and driving measurable growth, we help brands stay focused on what matters most - the customer. Why join us? We’re a fast-moving team building a high-growth company that’s transforming the e-commerce industry. As our Head of Customer Success, you’ll own the full customer journey post-sale - ensuring our most strategic brands realize maximum value from our platform while shaping the long-term success strategy for the company. You’ll work hand-in-hand with the founding team to build a world-class CS organization that proactively drives retention, expansion, and customer advocacy across billion-dollar GMV e-commerce brands. This is a foundational role with massive scope - you’ll lead accounts with real stakes and build the systems and team that define what modern customer success looks like in AI-powered SaaS. What you’ll do: • Own relationships with our largest and most important e-commerce customers, ensuring we’re a critical growth driver for their business • Develop and scale proactive success strategies that drive engagement, revenue expansion, and long-term retention • Partner closely with product and engineering to bring operator-level insights into the roadmap and influence feature development • Build a high-performing CS function - hiring, training, and coaching future CSMs as we scale • Design onboarding and enablement processes that set customers up for success from day one • Define and track core customer health metrics, account growth opportunities, and key success milestones • Be a trusted thought partner to brands - helping them shape retention strategy, messaging, and campaign experimentation • Represent the voice of the customer across internal discussions and external forums (calls, panels, podcasts) What we’re looking for (ideally): • 6–10+ years of experience in customer success, account management, or e-commerce strategy roles - ideally in a high-growth SaaS or DTC context • Proven success managing enterprise e-commerce brands with $100M–$1B+ in GMV • Strategic thinker who can balance long-term planning with fast-paced execution • Excellent communicator with the ability to influence cross-functionally and externally • Highly organized and process-oriented - you know how to scale what works • Deep empathy for operators, marketers, and retention teams - you’ve been close to the problem space • Passion for AI, marketing technology, and the future of customer communication Compensation • Depends a lot on the person but we compensate A players well • Equity included If you’re curious, ambitious, and hungry to build something big, feel free to email our founder directly asad@ltv.ai - we’d love to hear from you.