Head of Customer Success

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S.
At
Spines
, we're 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're 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're really building is bigger: a platform that transforms how books are made, shared, and experienced globally.

We're 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.

Requirements

• 4+ years of proven experience leading large-scale operations, preferably in global B2C or SaaS/tech environments
• Hands-on leadership style, ready to dive into details while keeping a strategic perspective
• Strong communication and stakeholder management skills, including experience presenting to executives and investors
• Ability to navigate and lead across different cultures, time zones, and geographies
• Resilient, patient, and solution-oriented, with a track record of driving operational efficiency
• Flexibility to work non-standard hours to support global teams
• Operational efficiency: SLA adherence, ticket resolution, cost optimization
• Employee engagement and retention within global teams
• Revenue impact through improved collections and account growth
• Delivery excellence: on-time, high-quality outcomes. Customer retention and satisfaction (NPS/CSAT)
• Excellent communication skills in English

Benefits
WHY JOIN SPINES:

• Competitive salary and performance-based bonuses
• A friendly and collaborative international team
• Opportunity for career growth within a fast-growing company
• Be part of a company that helps authors bring their stories to life