Head Of Customer Success (maternity Leave Replacement - 1 Year)

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S.

At Spines, we are rebuilding publishing for a new era: powered by technology, guided by craft, and built around the author. Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we are developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first. Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we are really building is bigger: a platform that transforms how books are made, shared, and experienced globally. We are growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere. Ready to build what comes next and rewrite the future? Apply now.

Reports to: COO Location: Herzliya, Israel

About The Role

We are seeking an experienced and hands-on Head of Customer Success to oversee and optimize all post-sales operations at Spines. This role is pivotal in ensuring that once a product is sold, the customer journey is seamless, efficient, and value-driven. You will manage global teams of Account Managers, Customer Success, Support, Design, and Client Finance (billing & retention) scaling from 60 to 80 employees primarily across LATAM and Eastern Europe.

Responsibilities

• Team Leadership: Manage and mentor a global team across LATAM and Europe, ensuring motivation, alignment, and performance.
• Operational Excellence: Own delivery operations across all projects, implement best practices, and drive continuous improvement.
• Customer Lifecycle: Oversee the customer journey post-sale, including onboarding, support, retention, and account growth.
• Cross-Functional Collaboration: Partner with Product and Marketing on product lifecycle initiatives and customer-facing improvements.
• Financial Operations: Collaborate with Finance on client billing, collections, vendor management (e.g., Amazon, outsourcing), and cost control.
• Reporting & Insights: Build executive dashboards and reports on team performance, client outcomes, and operational efficiency.
• Executive Alignment: Prepare and present insights to the COO and leadership team, including pre-investor briefings.

Process Development: Identify gaps and implement scalable solutions across customer-facing teams.