VP of Customer Success

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

The Role

We need an exceptional operator and a “leader of leaders” to elevate our account management function. You will partner closely with our executive team and our Product, Sales, and Onboarding leaders to transition our post-sale motion from reactive support to strategic partnership. You love the science of customer retention and growth and know how to drive ROI across the full customer lifecycle. You will ensure that every Swap customer realizes measurable value, building the robust infrastructure needed for global retention, multi-segment expansion, renewals, and customer advocacy across regions. Defining and growing the value we deliver to merchants, and clearly quantifying the return, is not just a job but your passion.

This role is designed for a highly ambitious customer leader who is on track to become a public company Chief Customer Officer.

What You’ll Do

• Global Retention & Expansion Infrastructure: Architect and scale a robust, on-brand global account management system capable of supporting multi-country portfolios, international segment management, and a coherent net-revenue-retention strategy.

• AI-Driven Account Management Operations: Refine and implement AI and modern automation patterns within account management to drastically reduce the time it takes to onboard, drive adoption, surface risk, and execute renewals and expansion plays.

• Customer-Centric Success Ops: Design systems that allow for highly responsive or self-serve resolution to customer questions — from onboarding to product education to in-product activation and value realization.

• Strategic Account Planning & “The Narrative”: Move the organization beyond reactive check-ins. Translate complex product, usage, and account data into a compelling value narrative that explains why each customer should expand and renew.

• ROI of Human Capital & Program Spend: Lead the strategy to evaluate and understand the return on investment for our people and programs across Onboarding, Adoption, Renewals, Expansion, Advocacy, and Support.

• Customer, Partner & Investor Story: Provide high-level support for customer references, partner relationships, and future fundraising rounds as we scale.

• Team Leadership: Act as a “talent magnet” and a leader of leaders, growing the account management team while partnering effectively with our existing, highly-valued GTM leadership.

• Accelerated Onboarding & Time-to-Value: Implement process and AI-driven efficiencies to significantly reduce the days required to onboard customers and drive them to first value.

• Segment & Portfolio Framework: Establish a clear, scalable framework for international segment management, account tiering, and coverage strategy.

• Customer ROI Dashboard: Deploy an operating model that provides the executive team with real-time visibility into the ROI of retention, expansion, and headcount investments across the organization.

What We’re Looking For

• Global Scale: Proven experience managing multi-country customer portfolios, navigating various time zones, and handling complex international segments, languages, and coverage strategies.

• AI-First Operator: A demonstrated track record (or clear, actionable vision) of applying AI and modern automation to account management operations, success workflows, and personalization.

• Executive Trajectory: You possess the strategic depth, communication skills, and operational rigor of a future public company Chief Customer Officer.

• Commercial & Narrative Acumen: You know how to tell the value story behind the product to the Board, the CEO, customers, partners, and the broader company.

• Domain Expertise: Familiarity with software usage business models, coupled with a deep, practical understanding of e-commerce and logistics.

Benefits:

• Competitive base salary 💰

• Stock options in a high-growth startup 🚀

• Competitive PTO with public holidays additional (and your birthday off!) 🌴

• Pension contributions 🛡️

• Private health 🏥

• Gym and wellness benefits 💪

• Mental health benefits 🧠

• Quarterly team offsite budget 🎉

• Thursday happy hour 🍻

• Breakfast Mondays 🥐

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.