Levellr is the Enterprise Marketing Solution for Discord, used by some of the world’s largest gaming companies (Scopely, Krafton, Epic), brands (Pixel, Gemini & YouTube) and music labels (Universal, Warner) to help them grow, manage and monetize communities on Discord. 

We’re hiring a Head of Customer Success to join us as we build our company, team, and product. This is a unique opportunity to join a fast-growing startup as we expand globally. As Head of Customer Success, you’ll take full ownership of how we engage, retain, and expand our most valuable clients. You’ll lead a diverse team that moves fast, drives real impact, and turns relationships into long-term partnerships. This is your chance to put your stamp on a rapidly scaling company - shaping our client strategy, influencing our product direction, and having a direct line of sight from your work to the board.

Who we are

Levellr was founded by Tom (CEO) and Ben (CTO), who have experience in both start-ups (MyCujoo, Caster Level) and large scale companies (YouTube, Eleven Sports). Since 2021 we’ve grown the team to 30+ employees and are backed by an experienced board who have multiple successful exits between them. The product that we are building is  growing in multiple verticals, seeing a 6x growth over the last 3 years and on track to continue.

We believe in substance over hype. We're a product-led company building a sustainable business by solving our customers' most pressing problems. This allows us to create a culture and a company that we're proud to build together. Some of the values we stand for:

• We have ownership. We embrace change and take bold risks.

• We get shit done. We have a bias for action and love creating value from our code and our conversations.

• We disagree and commit. We give radically honest feedback and challenge assumptions, then get behind the result & move on.

• We grow in uncertainty. We listen to market feedback and iterate continuously to build products our customers love.

• We care. We care about our team and our community/(ies).
  

Role & Responsibilities

You will be owning the Customer Success department, the 2nd largest department in the company:

• Focusing on the company’s overarching software and service strategy, including:

  • Client retention/loyalty and upselling

    • Own and gather proactive client feedback

  • Partnering with marketing and sales on business development

  • Department growth (hiring/managing team) for profitability

  • Working with product on iteration and roadmapping via client feedback

• Managing a team of 10, across 3 verticals (Gaming, Music, Consumer brands), and 2 distinctions (Account Management and Community Management), on owning and enhancing our key client relationships across all verticals

• Building and developing the team both within CS and working with Product for further SaaS solution positioning

You bring:

• 8–12 years of experience in Account Management, Customer Success, or a related client-facing role.

• At least 3–5 years in a leadership position, managing teams and owning department-level targets.

• Proven track record of retaining and growing enterprise accounts, ideally in SaaS, community management, or adjacent industries (media, sports, gaming, entertainment).

• Understanding of how to balance retention, upsell, and product adoption strategies.

• Background in SaaS business models, subscription growth, and enterprise client engagement.

• Familiarity with community-led growth or customer engagement platforms (Discord, Telegram, Slack, etc.) would be a strong plus.

Attributes we are looking for:

• Entrepreneurial mindset; someone who thrives in growth-stage start-up environments.

• Excellent communicator, both with clients and internally across different departments.

• Data-driven approach to measuring customer health, retention, and account growth.

• High EQ with the ability to balance client advocacy and company profitability.

Benefits

We take the health and well-being of our teammates seriously. Just tell us what you need to be happy and successful, and we’ll try our best to accommodate.

• 5 weeks holiday + public holidays

• Flexible, hybrid and remote working

• Annual UK team trips

• Stock options

• A say in how we grow—your voice will shape our future

We are an equal opportunity employer aiming to build a diverse team. We do not discriminate on the basis of ethnicity, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We’re open and inclusive, and it’s important to us that you are too.