Head of Customer Success

Who we are

OWOX is a B2B SaaS platform delivering the last mile of self-service analytics.

Data analysts and business stakeholders spend 1.2 billion hours every year on reporting, yet stakeholders still complain they can’t get data they trust. Analysts are stuck in service-desk mode, endlessly adjusting reports instead of driving insights.

OWOX changes this. Our patented technology reduces the cost per reporting request by 20x and increases reporting velocity by 50x, enabling stakeholders to get instant, trusted answers on top of spreadsheet-ready data.

In 2025, OWOX served 3+ million reporting requests for 2,100+ users. Today, we work with 50+ paying customers, driving 105% YoY Net Dollar Retention.

Why this role exists

We are looking for a Head of Customer Success to own customer growth, retention, and value realization at OWOX.

This is a revenue-critical leadership role, reporting directly to the CRO. Your mission is to ensure that customers:

• consistently realize business value from OWOX;
• expand their usage and contracts over time;
• see OWOX as a strategic analytics partner, not just a tool.

You will lead a team of Customer Success Managers and Data Analysts, helping customers both develop their analytics capabilities with OWOX and solve analytical problems under turnkey delivery models.

Your mission

Your success will be measured by three outcomes:

1. Net Dollar Retention (NDR) in USD > 100%.
2. Regular, value-driven engagement with Economic Buyers on key accounts.
3. Growth of Monthly Active Data Marts as OWOX’s North Star product metric across the customers.

What you will do

• Own Net Dollar Retention (NDR > 100%) by driving customer retention, expansion, and renewals.
• Build and maintain direct, regular relationships with Economic Buyers, aligning OWOX with their business goals and success metrics.
• Drive product adoption and growth of Monthly Active Data Marts (North Star metric) through activation of new use cases and features.
• Embed OWOX into customers’ decision-making by translating analytics capabilities into clear business value and measurable outcomes.
• Lead and scale the Customer Success team (CS Managers + Data Analysts), setting engagement models, playbooks, and success standards.

What success looks like in 6 months

• Net Dollar Retention is stable and predictable, with clear visibility into renewal and expansion drivers across the customer base.
• Economic Buyers are identified and regularly engaged on all key accounts, with conversations focused on business outcomes and value realization.
• Customer Success operates with clear segmentation, engagement cadence, and success plans, consistently applied across the team.
• Customers actively adopt new OWOX use cases, driving month-over-month growth of Monthly Active Data Marts.
• The CS team provides structured, actionable feedback to the Product team, grounded in real customer and Economic Buyer needs.

Skills & experience

Required:

• Fluent English (C1 or higher).
• Advanced Google Sheets / Excel skills.
• Experience working directly with Economic Buyers (C-level, Heads of Growth, Marketing, Revenue).
• Strong understanding of analytics use cases for eCommerce, marketing, and product teams.
• Proven experience in customer retention, expansion, and value realization.

Highly appreciated:

• SQL experience.
• Google Cloud Platform / BigQuery experience.
• Looker Studio experience.
• Stripe billing and subscription management experience.
• Background in data analytics, consulting, or analytics-driven SaaS.

What your success looks like

Every big journey needs a measurable plan.

1. Application review within 2 business days.
2. Interview with Recruiter - intro to Company, soft skills & culture fit check.
3. Interview with CRO - focus on customer growth, revenue ownership, and Economic Buyer engagement.
4. Interview with CEO - culture fit and strategic thinking.
5. Final decision and offer within 3-5 business days.

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At OWOX, you will discover a great environment for professional growth, a supportive atmosphere, and the opportunity to collaborate with experts in their field. Additionally, you will enhance the value of your work by leveraging the power of data analytics.