Head of Customer

About the role

As Head of Customer, you own everything that happens after a merchant signs with Returnista. You bring Customer Success, Support, Onboarding and the Services team (the architects and engineers who design, build and configure integrations) together into one customer organisation, with shared goals and a clear way of working.

Customer requests currently come from many directions: sales commitments, onboardings, existing customers and the business itself. You become the person who oversees all of those requests, bugs and issues: you prioritise, allocate capacity, say no when needed (with a reason), and hold the quality of what gets delivered.

You are a member of the Management Team and the direct line to this side of the operation. At the same time you are hands-on: you dig into one merchant's integration problem, understand the technical side, and can challenge the team's approach and estimates. You don't need to code yourself.

Your goal: happier customers, a more valuable installed base, shorter time-to-value, and a customer organisation that is ready for twice the volume.

About you

You recognise yourself in the following:

• You have led a team, ideally a multidisciplinary one, in Customer Success, Support, Onboarding or technical delivery, and you can name people who grew under you.

• You are technically strong and very curious. You can read a bug, an integration issue or a proposed solution well enough to challenge the estimate and the approach. APIs, webhooks and MCPs are familiar ground.

• You have run a request or delivery queue end to end: intake, triage, prioritisation, capacity allocation, progress tracking and closing the loop with the customer.

• You are commercially strong and build relationships with customers easily.

• You have owned the numbers: retention, margin per account, cost-to-serve or delivery throughput.

• You build functions, not just teams. You have taken a function from informal to structured: written the way of working, set the standard and created the progression path.

• You have had genuinely difficult conversations, with reports and with customers, and can describe them in specifics.

Your responsibilities

• One customer operation: You define the boundaries between CSM, Support, Onboarding and Services, make sure the teams genuinely agree with them, and build a smooth-running operation with clear agreements between teams.

• Demand governance and services delivery: You own intake, triage and prioritisation of all customer requests, bugs and issues. You allocate capacity, track progress, challenge the quality of delivery, align with customers on the final result, and report back to the teams and management.

• Customer happiness: You set the KPIs we use to measure customer happiness and make sure they improve.

• Commercial performance of the installed base: You own retention and margin per account. You take over the monthly churn analysis and customer ranking and turn them into a plan per account. You know the cost-to-serve per merchant segment and can defend it.

• Time to value: You break down go-live cycle time by segment and integration type, and shorten it. You know exactly how much onboarding capacity we can absorb.

• Team and capability: You develop four career tracks (CSM, Support, Onboarding and Services) and the people in them. You raise the level of each function through operational excellence and AI that removes real work from the operation.

What you decide

• The order of work across all four queues

• Whether a merchant request is accepted, declined, or accepted at a price

• Severity classification, escalation thresholds and the policy behind them

• Team structure, role design and hiring within agreed boundaries

Requirements

• At least 8 years of relevant experience, including several years leading a customer or delivery organisation

• Experience in B2B SaaS, e-commerce or logistics, where the product is an integration and customers depend on it operationally

• Scale-up experience

• You believe in AI and have used it in an operation, beyond a pilot

• Fluent English; Dutch is a plus

• Available full-time

What we offer

At Returnista you join an ambitious, informal and driven team. You get a seat in the MT and the mandate to shape the customer organisation yourself.

We believe in short lines, initiative and ownership. Good ideas are picked up quickly and you get the freedom to make real impact.

We also offer:

• An attractive salary that matches your experience and responsibilities

• A bonus scheme linked to the results of the customer organisation

• A personal learning and training budget

• Flexibility: a hybrid way of working, with Wednesday as a fixed work-from-home day

• A great workplace in a beautiful location in Amsterdam, equipped with the latest Apple hardware

• A group training session with a personal trainer every Tuesday at 12:00

• A great atmosphere, with drinks, team activities and parties

About Returnista

Returnista offers innovative solutions that help e-commerce businesses optimise their returns process. We focus on retaining revenue, reducing returns and lowering the pressure on customer service.

Returns are often a moment of frustration for both consumers and webshops, and we turn that pain point into value. Our platform is proven in multiple markets and with great brands such as Steve Madden, MostWanted and Filling Pieces.