Head of Customer Success

Head of Customer Success

Requirements

• 7+ years in Customer Success or related customer-facing roles in high-growth B2B SaaS, including 3+ years in a leadership capacity.
• Proven success managing enterprise customer relationships and navigating complex, multi-stakeholder environments.
• Deep understanding of customer success metrics (retention, expansion, NRR) and how to operationalize them.
• Exceptional leadership, communication, and cross-functional collaboration skills.
• Analytical mindset – comfortable with data, dashboards, and using insights to guide strategy.
• Experience scaling customer success functions, including hiring, process design, and tooling.
• Strong familiarity with CRM and CS platforms (Salesforce, HubSpot, Gainsight, ChurnZero, etc.).
• Founder mindset – you’re energized by ambiguity, take ownership end-to-end, and care deeply about outcomes.

Responsibilities

• Own the vision, strategy, and execution of the customer success function across the entire lifecycle, from onboarding to renewal and expansion.
• Build and maintain strong relationships with key enterprise customers, acting as a trusted advisor and executive sponsor.
• Hire, coach, and lead a team of CSMs and support staff, fostering a culture of ownership, collaboration, and accountability.
• Oversee scalable onboarding and education processes that accelerate time-to-value for customers.
• Drive retention and expansion metrics by identifying risk, standardizing playbooks, and embedding success KPIs across the organization.
• Partner closely with Sales, Product, and Support to align on customer needs and deliver a seamless experience.
• Champion customer feedback to influence product development, company strategy, and operational improvements.
• Optimize usage of CS platforms (e.g. Gainsight, Salesforce) and analytics tools to inform decision-making and performance tracking.

Preferred Qualifications

No preferred qualifications provided.