Director / Head of Customer Success

8–10+ years of experience across Customer Success, Strategic Accounts, or Client Experience, preferably in B2B, HR tech, benefits, or other high-complexity sales environments
Proven track record of building and scaling high-performing teams
Skilled in organizational design and hiring
Experience either overseeing or directly managing and growing enterprise and strategic client relationships
Highly analytical and outcome-oriented; you tie CS work to business impact
Tech-savvy with strong familiarity with CS platforms and CRM tools

Own and scale the Customer Success function at Wagmo, driving strategy and execution across onboarding, engagement, retention, and expansion
Lead, mentor, and grow a high-performing team of Customer Success Managers and Strategic Account Directors
Define and operationalize key CS metrics, including onboarding success, product adoption, engagement, NPS, and Net Revenue Retention (NRR)
Build and implement segmentation strategies and coverage models to support SMB, mid-market, and enterprise clients
Serve as the sponsor for Wagmo’s employer and PEO clients, deepening relationships and ensuring long-term value
Collaborate cross-functionally with Sales, Marketing, Product, Operations, and Support to align on enrollment, lifecycle, and renewal strategies
Design and execute scalable QBRs, customer health frameworks, and feedback loops to elevate the customer voice across the business
Optimize implementation and onboarding workflows to ensure seamless, efficient, and high-impact client experiences
Drive customer advocacy and uncover upsell opportunities through trusted relationships, data insights, and strategic account planning
Champion cross-functional excellence by improving collaboration rituals—such as sales-to-CS handoffs and internal feedback cycles