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.