Head of Customer Success

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

📋 Description

• Take charge of the strategy and implementation of EULER's post-sale customer experience.

• Assume responsibility for retention and expansion objectives, including net revenue retention (NRR) and churn rates.

• Oversee customer adoption, ensuring comprehensive usage.

• Mentor, empower, and actively assist the Customer Success team.

• Engage with strategic accounts to address issues and strengthen relationships.

• Lead, nurture, and expand the Customer Success team.

• Develop and enhance a scalable Customer Success playbook covering onboarding, renewal, and expansion.

• Establish success plans, health-scoring frameworks, and account management benchmarks.

• Collaborate with Sales, Product, and Engineering to voice customer needs.

• Ensure visibility and reporting of customer health within HubSpot or comparable CRM tools.

• Identify customer risks and opportunities and present actionable solutions to leadership.

• Recruit and onboard future Customer Success professionals.

• Report directly to EULER's co-founders.

⛳️ Requirements

• Demonstrated experience in B2B SaaS Customer Success leadership.

• Experience in leading teams.

• Proven history of managing retention and expansion metrics while coaching a team to achieve targets.

• Hands-on leadership approach.

• Experience in developing or enhancing Customer Success processes in an early-stage or rapidly growing environment.

• Strong understanding of the complete customer lifecycle: onboarding, adoption, renewal, and expansion.

• Consultative mindset with the ability to identify areas for improvement and suggest solutions.

• Highly self-sufficient and proactive.

• Strong proficiency in HubSpot, Salesforce, or similar CRM systems.

• Excellent command of English, both written and spoken.

• Experience with customer health-scoring or Customer Success platforms such as Gainsight or Vitally (preferred).

• Familiarity with partner-led or channel-influenced customer success strategies (preferred).

🏝️ Benefits

• Collaborate directly with the founders.

• Opportunity to establish and lead EULER's Customer Success organization.

• Entrepreneurial culture with a focus on ownership and no egos.

• Be part of a profitable, rapidly expanding startup with tangible growth.

• Chance to influence long-term customer relationships and the Customer Success function.