This role oversees our global portfolio of business customers, comprising thousands of managed accounts and a large, long-tail of unmanaged, self-service customers.

You will develop the strategy, team structure, processes, performance systems, and cross-functional partnerships needed to drive sustainable growth and world-class retention. By the end of 2026, you will have redefined the entire customer growth & retention function, automated, added self-service capabilities, embraced AI, introduced sharper metrics and segmentation, and built scalable human touchpoints that meaningfully increase engagement, retention, and efficiency.

Main tasks and responsibilities:

• Own the global customer growth & retention strategy across all managed and unmanaged accounts, defining segmentation, portfolio design, and the key levers that drive consistent growth and retention.

• Build and lead the Customer Growth & Retention function, including operating model, team structure, workflows, performance frameworks, KPIs, and commission models aligned with business outcomes.

• Guide the managed portfolio through a refined Account Management approach, improving customer engagement, time-to-value, and expansion through strong prioritisation models, playbooks, dashboards, and productivity tools.

• Oversee and scale the unmanaged/self-serve segment by partnering with Product, Marketing, and Data to develop automated, lifecycle-driven, and AI-supported customer engagement engines that enable growth at scale.

• Redesign core customer success infrastructure, including customer health metrics, retention playbooks, scalable processes, automation, and systems that enhance efficiency and reduce manual workload across all segments.

• Act as a thoughtful change leader, turning insights into action, supporting cross-functional alignment with Product, Sales, CS, and Operations, and ensuring timely, consistent, and measurable delivery.

About you:

• You have led customer retention, account management, commercial operations, or customer success functions in high-growth B2B or SaaS-driven environments.

• You have experience overseeing large, high-volume customer portfolios across both managed and unmanaged segments.

• You have a deep understanding of net retention, customer health metrics, lifecycle engagement, churn drivers, and portfolio management.

• You’ll understand and have built/managed account manager-led solutions, as well as self-service, large-scale, unmanaged systems.

• You have built or reshaped customer-facing functions, designing operating models, processes, automation, and tooling from the ground up.

• You are highly analytical, comfortable with dashboards, KPIs, segmentation, forecasting, and performance measurement.

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!

Why you’ll love it here:

• Accelerate your professional growth with unique career opportunities.

• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.

• Take care of your physical and mental health with our wellness perks.

• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.

• Connect with colleagues at annual company events and smaller team gatherings.

• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.