Head of Customer Success

About Gimmonix

Gimmonix is a cutting-edge technology company revolutionizing hotel sales for travel enterprises. Our platform optimizes accommodation sales, pricing, and distribution through advanced connectivity and data intelligence. With a portfolio of innovative solutions, we empower our customers to scale efficiently, maximize revenue, and gain a competitive edge. As we launch our next-generation product, we are building a world-class Customer Success function to ensure seamless adoption, retention, and expansion.

Why This Role Matters

We are at a pivotal moment—our customer success function is evolving from an early-stage structure to a best-in-class organization. As Head of Customer Success, you will be responsible for building and scaling a proactive, data-driven, and revenue-focused CS team. You will ensure clear structure, predictable execution, and a relentless focus on customer health, retention, and expansion. This is a strategic and hands-on leadership role, requiring someone who can both architect the function and dive deep into execution.

What You Will Own

1. Customer Success Strategy & Execution

• Define and implement a scalable customer success playbook, ensuring every customer has a clear journey, milestones, and success metrics.

• Establish a data-driven approach to monitor and manage customer health, driving proactive engagement.

• Balance support for existing enterprise customers with world-class onboarding and adoption for new customers.

• Develop a framework to differentiate engagement strategies across legacy and new products.

2. Revenue Ownership: Retention & Expansion

• Own Net Revenue Retention (NRR), ensuring strong renewal processes and expansion strategies.
• Partner with Sales to drive upsell/cross-sell strategies, ensuring CSMs are equipped to identify and capitalize on growth opportunities.
• Build and track KPIs that tie customer success directly to revenue outcomes.

3. Leadership & Team Development

• Lead, mentor, and scale a team of technical CSMs who can self-manage customer needs and efficiently engage internal resources.
• Instill a culture of proactive ownership, accountability, and continuous learning.
• Ensure the team is aligned with the broader company objectives and has the right tools, processes, and training to execute effectively.

4. Cross-Functional Collaboration & Influence

• Work closely with Sales, Product, Engineering, and Support to ensure seamless handoffs, closed-loop feedback, and customer advocacy.
• Advocate for customer needs internally, helping shape the product roadmap with actionable insights from customer interactions.
• Support pre-sales engagements by demonstrating the value of the CS function to prospects and partners.

5. Operational Excellence & Scale

• Implement CS technology and automation to enhance efficiency and tracking of customer interactions, health scores, and risk signals.
• Drive structured quarterly business reviews (QBRs) and executive engagement for strategic accounts.
• Ensure scalable and repeatable processes are embedded as we grow, balancing structure with agility.

What You Bring

• 5+ years of leadership experience in B2B SaaS Customer Success, preferably in enterprise environments.

• Strong technical acumen—able to deeply understand API-driven products and communicate technical solutions to enterprise customers.

• Proven ability to build and scale a CS function in a high-growth company.

• Track record of owning revenue metrics (NRR, retention, expansion) and driving measurable impact.

• Exceptional leadership and team-building skills—able to attract, develop, and retain top talent.

• Strong cross-functional collaboration skills, influencing without authority across Sales, Product, and Engineering.

• Experience implementing CS tools (Gainsight, Totango, or similar) and data-driven customer health tracking.

• Ability to operate with a strategic mindset but hands-on execution—a true player-coach.

• Prior experience in TravelTech is a plus, but not required.

Reporting & Location

• Reports directly to the CRO.

• Location: Tel Aviv HQ (Hybrid/On-site preferred).

• Travel required (~10-20%) to engage with enterprise customers worldwide.

Why Join Gimmonix?

• Opportunity to build and shape a world-class CS function in a rapidly growing, product-driven company.

• A dynamic and fast-moving environment where customer success is a top executive priority.

• Strong executive backing and collaboration, reporting directly to the CRO.

• Work with a team of highly skilled, passionate professionals in a cutting-edge industry.

This is a career-defining opportunity for a customer success leader who thrives in high-growth environments and is eager to build something great. If you’re excited to drive customer impact, revenue growth, and operational excellence—let’s talk