Fractional Head of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee our two Customer Success Managers (CSMs).

• Initially engage in hands-on work to understand the product, subsequently shifting focus to team management and performance optimization.

• Develop the Customer Success team, which includes responsibilities for interviewing, hiring, onboarding, and evaluating performance at 30, 60, and 90 days.

• Observe relevant customer interactions.

• Manage the entire customer journey from pilot phase to expansion.

• Serve as the sole point of contact for Customer Success on behalf of the founder.

⛳️ Requirements

• Experience as a VP of Customer Success or Head of Customer Success at other VC-backed B2B startups catering to mid-market and enterprise clients.

• Extensive background in managing Customer Success teams, including hiring, terminating, and establishing performance benchmarks.

• Created the complete Customer Success lifecycle from start to finish.

• Ability to work on an hourly basis (not on retainer), monitor your hours, and operate with efficiency.

• Must be located in the USA or Canada only.

• Preferred qualifications: Experience with data-intensive, workflow-intensive, or other highly technical enterprise products.

• You have successfully built the foundational Customer Success team.

🏝️ Benefits

• Significant responsibility over technical hiring in a startup environment.

• Direct collaboration with the Founder.

• Chance to influence how Reflow recruits globally from the very beginning.

• Flexible, remote, fractional work arrangement with a high level of trust and expectations.