Head of Customer Success

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

📋 Description

• Take charge of the Customer Success department and drive targets for gross retention, net revenue retention, expansion, and overall customer health.

• Act as the executive sponsor for major enterprise accounts, fostering relationships with operators, VPs, and C-level executives.

• Recruit, onboard, mentor, and nurture Customer Success Managers.

• Establish career development paths and performance benchmarks.

• Develop the operational model for Customer Success, including account segmentation, coverage strategies, health scoring, renewal forecasting, and escalation procedures.

• Design scalable playbooks for onboarding, customer adoption, business reviews, risk management, and expansion initiatives.

• Collaborate with Sales to discover and secure expansion opportunities while managing the renewal process.

• Coordinate with Forward Deployed Engineers and Deployment Strategists for smooth implementation-to-success transitions.

• Advocate for customer insights and usage trends to the Product and Engineering teams.

• Define and communicate Customer Success metrics, presenting performance, risks, and strategies to the executive team and board.

• Select and implement tools for CRM, health scoring, and customer analytics.

⛳️ Requirements

• A minimum of 10 years in Customer Success, Account Management, or a similar customer-facing role within a B2B SaaS or technology organization.

• At least 3 years of experience in leading and scaling a team.

• Demonstrated success in managing retention, net revenue retention, and expansion objectives for enterprise clients.

• Experience in establishing a Customer Success function from the ground up, encompassing hiring, process development, and tool implementation.

• Strong executive presence with the ability to effectively communicate with operators and C-level stakeholders.

• Capability to analyze usage and performance metrics, construct narratives around them, and drive data-informed decisions.

• Comfort in discussing integrations, APIs, workflows, and AI concepts with both customers and engineers.

• Ability to navigate ambiguity effectively in a rapidly growing startup environment.

• Preferred experience in logistics, freight, or supply chain management.

• Familiarity with AI, automation, or voice technologies is a plus.

• Knowledge of TMS, WMS, or CRM systems is advantageous.

• Proficiency in Spanish, Portuguese, or another language is beneficial.

• Previous experience in an early-stage or high-growth startup is a plus.

• Submission of a 1-minute video response to the application question is required.

🏝️ Benefits

• Comprehensive healthcare, dental, and vision insurance.

• Equity in a rapidly growing startup.

• Independence and ownership over projects.

• Encouragement to deliver projects efficiently.

• Opportunity to be part of a world-class team of engineers and innovators.