This site exists for one application — Head of Customer Success @ RevenueCat
I’ve been the account your CSM worries about.
Let me build the system that fixes that.
I’m Laurens Borrey — Belgian founder-operator, five years running hospitality businesses that live and die on retention, adoption, and getting real value out of software. Everything below is evidence, not adjectives.
The numbers first
3
cities in our first 3 years — a world-first for community colivings
$800K
raised from investors, two rounds
40
staff across two countries
300+
Google reviews, 4.7–4.8 rating
3
legal entities: MX · CO · BE
Your job posting, with receipts
✓
“You have led Customer Success in a high-quality, high-growth environment… you know what good looks like because you have built or operated it before.”
I’ve operated the business a great CSM would be trying to save. Co404 runs on the same economics your customers live in: retention over acquisition, expansion over churn, and a bad month showing up in the bank balance, not a slide deck.
✓
“Builds systems without hiding behind process… turns messy work into clear account plans, handoffs, playbooks, templates, review cadences.”
This is what I actually do, weekly. I built a dynamic pricing engine for Maka Hostel that reads competitor rates, tracks pickup pace, and self-adjusts within guardrails — then consolidated 20 overlapping rate rules into 5 when I realized the system had gotten more complex than the problem required. Same instinct your JD describes: don’t add process, remove the process that isn’t earning its keep.
✓
“Is commercially sharp… understands renewals, expansion, product adoption, stakeholder management, risk, executive alignment.”
A guest cancelled a correctly-priced booking to grab one at a mispriced rate. Rather than just eat the discount or lose the guest, I worked the actual math — what we’d net either way, across channels — and negotiated a number that was fair to him and provably better for us than the original booking he walked away from. That’s the account-health, not-just-happy-user thinking your posting asks for.
✓
“Strong enough technically to lead well… understand product concepts, common integration paths, and technical customer context.”
I built and shipped Travel404, a booking-engine SaaS with API integrations across channel managers, payment providers, and PMS systems. I know what it’s like to sit on both sides of the integration call — as the vendor debugging a partner’s webhook, and as the operator who needed my own vendor to just work.
✓
“Turning repeated customer work into scale… the goal is to make the company smarter every time we solve it.”
My operating model already runs this way: an AI agent I direct handles reconciliation, pricing, and guest communication across three properties. Every one-off situation I solve gets turned into a rule the system applies next time — not a story I tell once. (Details below.)
✓
“Thrives in a remote, async, direct culture… writes clearly, documents decisions, communicates early.”
English has been my daily working language since 2020 — 80% of my customers are American or Canadian, and I led a 20-person remote support team at a US company (Pathable) within two months of joining. I run three legal entities across two continents by email, Slack, and WhatsApp, not by being in the room.
!
“8–12+ years of experience in Customer Success, Account Management, Customer Growth…”
Honest gap: I don’t have a CS title on my CV. What I have instead is five years being the account — the founder who picked a PMS, wired the OTAs, judged whether a vendor’s support actually understood my business or was reading from a script. I know exactly what separates a CSM who’s useful from one who’s theater, because I’ve sat across the table from both. That’s a different five years than a traditional CS career — not a shorter one.
The CV, right here (no download needed)
The AI-native part, concretely
What “turn repeated customer work into scale” looks like when it’s already real
My Claude-based agent has API access to our property-management system, banks, ad platforms, and our booking engine. It doesn’t just answer questions — it operates:
✓
Caught a mispriced booking before it cost us five figures during peak season — flagged the gap, proposed the fix
✓
Consolidated 20 overlapping pricing rules into 5 once the pattern was clear — same output, a fifth of the surface area
✓
Drafted a guest-retention negotiation grounded in real channel-commission math, not gut feel
✓
Found the exact date an ads restructure tanked bookings (-52.9% in one location) — before it became a quarter-end surprise
✓
Turned a one-off DNS/caching bug into a documented fix, not a story retold every time it happens again
Every fix becomes a rule the system applies next time — that’s the whole point. My job: judgment, prioritization, and the conversations AI can’t have.
This is the muscle your posting is asking for: turn messy, one-off account work into systems — without turning Customer Success into generic process. I won’t need the ramp-up on that instinct; I bring the playbook.