Head of Customer Success

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

📋 Description

• Develop and take ownership of the customer success strategy, encompassing onboarding, adoption, health scoring, renewals, and expansion/upsell initiatives.

• Manage retention and net revenue retention (NRR) goals while proactively identifying churn risks.

• Create and execute scalable onboarding programs.

• Collaborate with Sales on renewal processes and opportunities for expansion.

• Work alongside Product to facilitate the customer feedback loop.

• Define customer health metrics, establish QBR cadences, and develop playbooks for account segments ranging from SMB to enterprise.

• Act as the executive sponsor for crucial strategic accounts.

• Report on Customer Success performance metrics, including retention, NRR, CSAT/NPS, and adoption, to company leadership.

• Advocate for the customer's voice internally and influence product roadmaps and go-to-market strategies.

• Build and manage the customer success team responsible for onboarding, retention, and growth across the customer base.

• Oversee the entire post-sale customer journey from onboarding and adoption to renewal and expansion.

⛳️ Requirements

• 7+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS organization.

• At least 2 years in a leadership capacity.

• Proven track record in meeting retention/NRR targets and establishing repeatable Customer Success processes from the ground up.

• Familiarity with mid-market and enterprise customers, including engagement with executive stakeholders.

• Strong analytical abilities and experience in tracking NRR, churn, CSAT/NPS, and adoption metrics.

• Exceptional communication skills with experience presenting to both internal leadership and external customer executives.

• A builder's mindset, capable of creating structure and processes in an expanding organization.

• Proficient with Customer Success/CRM tools such as Gainsight, Salesforce, HubSpot, or similar platforms.

• Must be a US-based applicant.

• Legally authorized to work in the United States.

• Bonus: Experience in enterprise IT, knowledge management, or workplace productivity SaaS.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision benefits, including FSA options.

• Life Insurance, AD&D, STD, and LTD benefits.

• Employee Assistance Program (EAP) and a monthly wellness stipend to support your physical and mental health.

• 401(k) retirement savings plan.

• Paid Holidays, including a Winter Break.

• New hire stipend aimed at enhancing your work environment.

• All expenses covered for company off-site events.

• Complimentary lunch provided biweekly during company meetings.

• Opportunities for Learning & Development.

• Provision of a MacBook Pro or an equivalent laptop.

• Flexible hybrid work schedule to accommodate personal obligations.

• Supportive remote work environment.