Head of Customer Success

Who we are:

At Evam, we’re reshaping how enterprises engage with their customers, enabling real-time, data-driven interactions at scale. From our HQ in London and offices in Amsterdam and Istanbul, we help leading Telcos, banks, and brands connect with over 500 million people every month, delivering the right message at the right moment.

Our AI-powered event processing engine and real-time machine learning capabilities turn complex customer data into instant, personalized experiences, driving measurable business outcomes across every channel.

Recognized as a Forbes Türkiye Top 50 Startup, an Endeavor High-Impact Venture, and a Mar-Tech Awards winner, Evam is also proudly a Happy Place to Wo rk

We are seeking an experienced Customer Success Lead to manage and mentor a team of Customer Success Managers, while also directly handling a small portfolio of strategic enterprise accounts. This hybrid leadership role is key to ensuring the success of our largest customers, scaling best practices, and building a world-class Customer Success organization at EVAM. This role will also contribute to growing the revenue base in the accounts managed through collaboration with Sales to identify upsell and cross-sell opportunities.

What will you do?

Leadership & Team Development

• Lead, mentor, and grow a small team of CSMs
• Establish clear team goals, KPIs, and success metrics aligned with company OKRs (GRR, NRR, CSAT, health scores).
• Build scalable playbooks and workflows for proactive customer engagement, onboarding, and retention.
• Drive a data-driven, customer-centric culture within the team.

Enterprise Account Management

• Personally own a small number of strategic, high-value accounts.
• Partner with customers on adoption, success planning, renewals, and expansion.
• Conduct Executive Business Reviews, monitor health metrics, and proactively mitigate churn risks.
• Work closely with Sales and Product teams to identify upsell and cross-sell opportunities.

Customer Advocacy, Thought Leadership, and stakeholders’ community development

• Represent customer needs internally and act as their advocate across departments.
• Build communities of practice with customers, sharing best practices, martech trends, and latest product development, generating value for the customer.
• Continuously feed insights to Product and Engineering teams to influence the roadmap.

What we need:

• 10+ years of experience in Customer Success / Account Management, preferably with enterprise solutions.
• At least 3+ years in a leadership role , managing senior CSMs.
• Deep expertise in Telecom and Financial Services industries, with a strong focus on Martech and customer engagement.
• Strong experience in emerging markets and complex stakeholder environments.
• Proven track record in improving retention (GRR) and expansion (NRR).
• Excellent communication skills in English; ability to manage C-level stakeholders.
• Strategic mindset combined with hands-on execution.
• Comfortable working in a fast-moving, scaling organization.

What we offer:

• Competitive compensation package
• Cutting-Edge Equipment: Mac
• Opportunities for professional development and growth (LinkedIn Learning, Cambly, Udemy, EVAM Academy, etc
• Generous vacation and paid time off policies, including maternity and paternity leave
• Company-sponsored training and certification programs
• Opportunities for advancement within the company
• Wellness programs, including gym membership
• Social events and team-building activities
• Collaborative, supportive, and dynamic work environment