Head of Customer Success

Own the full revenue target for a 150 - 200M PLN portfolio with ambitious YoY growth goals. You are the single point of accountability for top-line performance.

Drive upsells, account expansions, cross-sells, and end-to-end renewals to ensure consistent revenue growth across the entire portfolio.

Build and execute mid- and long-term key account plans, including stakeholder mapping, competitive positioning, and expanding into new client divisions to unlock incremental revenue.

Lead pricing strategy, contract negotiations, and commercial deal structuring for the largest and most complex engagements.

Develop account strategies and roadmaps to strengthen long-term partnerships and maximize lifetime value.

Personally own relationships with top-tier accounts. Lead regular executive-level 1:1s with key stakeholders and plan onsite visits to deepen partnerships.

Build and maintain long-term relationships with key client stakeholders across all levels of the organization.

Act as a bridge between clients and R&D, sharing technology trends and innovation insights to position Callstack as a strategic partner.

Partner closely with the Head of Engineering to develop technical value propositions that elevate conversations from operational delivery to strategic transformation.

Lead, coach, and develop a team of 3 - 5 Account Managers. Set performance expectations, run deal reviews, and build a high-performing commercial culture.

Establish scalable account management processes, playbooks, and reporting cadences that drive consistency and predictability across the team.

Monitor client financial situation monthly, map potential risks to current and future revenue, and execute churn prevention measures.

Manage sales forecasting, pipeline reporting, account reporting, legal contracts, and the acquisition of case study approvals.

Connect various client initiatives by providing cross-project context, market intelligence, and industry-level positioning.

Drive referrals and stakeholder introductions to expand account footprint organically.

Travel up to 25% of working time, including international travel (US, Europe, Asia), to build and deepen relationships with key clients and represent Callstack at industry events.

At least 10+ years of proven success in B2B enterprise services, preferably within the IT or software development sector, with 5+ years leading b2b services Customer Success, Account Management or Client Partnership teams.

Demonstrated track record of growing a large portfolio (100M+ PLN or equivalent) with measurable YoY revenue expansion.

Strong track record in closing upsell & cross-sell deals, negotiating enterprise contracts, and managing a healthy, predictable sales pipeline.

Ability to collaborate closely with engineering leadership and translate complex technical roadmaps into compelling business value for C-level stakeholders.

Near-native command of English (min. C1) with the ability to influence, present, and negotiate at the executive level.

Proven ability to move beyond “delivery vendor” status to become a trusted business advisor and strategic partner.

Strong financial acumen - comfortable with P&L ownership, forecasting, reporting, and KPI-driven management.

A self-driven, entrepreneurial approach to problem-solving, team building, and client relationship development.

Willingness and ability to travel internationally up to 25% of working time.

A belief that “Impossible is nothing”.