Head of Customer Success

We are a fast-growing Series A startup building cutting-edge technology to revolutionize cloud development processes and support highly efficient dev&test feedback loops. We’ve closed our last $25mil round in Q4 2024, led by Notable Capital, CRV and Heavybit.

At its core, LocalStack provides a high-fidelity emulator and local cloud development platform. Imagine developing cloud applications and data pipelines entirely on your local machine within a lightweight cloud sandbox, running in Docker!

Our mission is to empower developers to rapidly build and test their cloud applications, allowing for a more enjoyable dev experience, and saving valuable time and resources.

LocalStack has a large and active open-source community (57k+ stars on GitHub) with over 100k active users worldwide and 290M+ downloads to date. Our customer base ranges from SMBs to Global Fortune 500 companies.

We are sustainably growing our globally distributed team across sectors

LocalStack is headquartered in Zurich/Switzerland 🇨🇭, with a main engineering office in Vienna/Austria 🇦🇹 and remote team members from 🇺🇸the US, 🇫🇷FR, 🇬🇧UK, 🇨🇦CA, 🇪🇸ES, and many more countries.

👉Check our Notion Candidate Handbook and our GitHub!

This is a perfect role for someone looking to build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs.

✅ What you will be working on/responsible for

• Drive customer retention, satisfaction, and growth by implementing best-in-class processes, tools and strategies (build CS playbook)
• Own renewal outcomes for LocalStack, setting core metrics
• Lead customer education through enablement sessions, documentation and workshops
• Own executive business reviews (QBRs) with VP+ stakeholders to demonstrate ROI
• Develop and prioritise initiatives to accomplish metrics and own performance against each
• Continuously work with Product & Engineering teams to deliver customer insights, feedback and usage patterns, and proactively address feature gaps.

✅ Experience we expect you to bring to the role

• 7 - 12 years of professional experience, including 3-5 years in CS, or related roles in B2B SaaS
• Proven track record of managing enterprise customers ($250K+)
• Excellent knowledge of b2b SaaS environment and strong product mindset
• Proven strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
• (Preferred) Experience supporting engineering personas (DevOps, SREs, backend engineers etc)

🌱 Values we hold in LocalStack

• Care: we create with compassion. We prioritize empathy and understanding in every interaction. By genuinely caring for our team, customers, and community, we create an environment where people thrive and impactful work flourishes
• Ownership: we own the outcome. We take responsibility for our work and are passionate about its impact. We foster autonomy, inspire ambition, encourage ownership, and empower everyone to unlock their potential and make an impact.
• Openness: we build trust together. We build trust through open communication and honest feedback. By sharing ideas and embracing diverse perspectives, we create stronger, more connected teams that work toward shared goals.
• Courage: we dare to innovate. We embrace bold challenges and take calculated risks to move the needle. We step outside our comfort zones, experiment fearlessly, and turn setbacks into springboards for growth.
• Excellence: we chase the extraordinary. We chase excellence by pushing boundaries and delivering results that go beyond the ordinary, constantly raising the bar and striving for greatness in everything we do. Excellence is not just the outcome, itʼs how we approach every task with purpose, passion, and a commitment to delivering exceptional value.

• Fully remote
• Competitive salary
• Annual company retreat
• Unlimited PTO
• Private medical and pension plan
• Friendly and inclusive workplace culture (community guilds and online company events)

We'd love to hear from you! Join us in shaping the future of cloud development at LocalStack.

To apply, follow the LI application process or apply on our career page. Make sure to include a short motivation outlining why you are the perfect candidate for this role.

If your profile looks like a good match, Alex Paiser will be in touch to organize further steps within 2 weeks.

Please note, that due to a high volume of candidates, we cannot offer personalized feedback to each candidate.

OTE for this role is between $160,000-210,000