Head of Customer Experience & Success

Description Spines: #1 Fastest-Growing Book Publishing Platform in the U.S. At Spines, we’re rebuilding publishing for a new era: powered by technology. Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we’re developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first. Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we’re really building is bigger: a platform that transforms how books are made, shared, and experienced globally. We’re growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere. Ready to build what comes next and rewrite the future? Apply now. About the role: In this role, you will lead a complex, cross-functional service operation, establish scalable infrastructure and processes, manage and grow teams, and prepare the company for substantial scale- growing from hundreds to thousands of authors. We are looking for a strategic leader with strong execution capabilities and a proven track record in hyper-growth environments, who can seamlessly balance operational excellence, advanced technology, and a high-touch, premium customer experience. Key Responsibilities: • End-to-End Ownership: Own the entire author journey and customer experience, from initial onboarding to final book publication. • Scale & Leadership: Lead and scale the Customer Experience & Success department to support rapid business expansion. • Process & Infrastructure Design: Build, optimize, and implement scalable operational workflows capable of supporting thousands of active authors concurrently. • Team Management & Development: Lead, mentor, and grow Customer Success teams to align with company growth targets. • Author Journey Management: Design onboarding frameworks, proactive communication strategies, expectation management, and ongoing author support. • Cross-Functional Collaboration: Partner closely with editing, design, production, and operations teams to establish smooth handoffs and collaborative workflows. • Performance Metrics (KPIs): Define, monitor, and optimize key performance indicators, including CSAT, response times, SLA adherence, and service quality. • Tech & Automation: Drive operational efficiency through process automation, CRM implementation, and the integration of AI tools. • Escalations & Continuous Improvement: Identify bottlenecks, manage critical escalations, and continuously elevate the overall author experience. • Service Excellence: Set and maintain a service standard that blends personalized care, professionalism, and full transparency throughout the journey. Requirements • 5+ years of experience in Customer Success, Customer Experience, or Customer Operations. • 3+ years of people management experience, including managing managers or team leads. • Proven track record leading customer/service operations during periods of rapid, high-scale growth- a Must. • Demonstrated experience building scalable processes, infrastructure, and systems transitioning from hundreds to thousands of customers. • Experience managing long-term, multi-stage, complex customer journeys involving multiple touchpoints. • Deep experience in B2C customer management and cultivating long-term client relationships. • Proven background in CRM implementation, process automation, and data-driven operations. • Strong analytical mindset with proven experience managing by KPIs and performance metrics. • Demonstrated ability to lead change, resolve complex issues, and optimize operational workflows. • Exceptional interpersonal and communication skills, high empathy, and strong expectation-management abilities. • Self-directed and proactive, combining high-level systems thinking with a hands-on approach. Advantages • Experience in B2C companies characterized by long-cycle, complex customer journeys. • Proven experience building or significantly expanding a Customer Success organization from early stages. • Background in EdTech, professional services, premium/concierge services, or project-based service industries. • Familiarity with the publishing or content creation industry.