Head of Customer Success

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Lead the client success department at Hire Overseas, an offshore staffing and HR platform that connects vetted global talent with U.S. companies.

• Develop and implement onboarding procedures, engagement strategies, health scoring systems, renewal processes, and expansion playbooks.

• Establish and consistently enhance the client experience.

• Create processes, templates, and frameworks to ensure scalable customer success operations.

• Provide reports to the founders regarding portfolio health, retention metrics, and strategic insights.

• Manage client accounts from initial placement through to long-term engagement.

• Conduct proactive check-ins, identifying risks, opportunities, and insights.

• Address escalations and resolve intricate client issues.

• Promote retention and discover expansion opportunities, including additional placements, new roles, and broader account scopes.

• Monitor account health and develop plans for clients at risk.

• Recruit, onboard, and supervise account managers and customer success team members as the organization expands.

• Establish standards for client communication, issue resolution, and relationship management.

• Foster a culture of ownership and proactive engagement within the customer success team.

⛳️ Requirements

• Demonstrated senior-level experience in customer success, account management, or client success leadership in a B2B setting.

• Proven track record of building or significantly enhancing a customer success function rather than merely managing an existing one.

• Excellent written and verbal English communication skills, with the confidence and authority to independently manage senior client relationships.

• Strong ownership mentality.

• Comfortable operating with complete autonomy in a small business environment that is still developing its structure.

• Data-driven approach to monitor portfolio health, retention metrics, and client sentiment, translating these insights into actionable strategies.

• Ability to manage a complete client portfolio while building scalable processes without compromising quality.

• Experience in staffing, recruiting, HR services, or workforce management is a plus.

• Background in establishing a customer success function at a startup or founder-led organization is advantageous.

• Familiarity with offshore or global hiring and remote contractor placements is beneficial.

• Experience in hiring and managing customer success or account management teams is a plus.

• Familiarity with CRM and customer success tools is advantageous.

• Updated resume.

• A short Loom video (1 to 2 minutes) introducing yourself and outlining your relevant experience.

• Only candidates who provide a Loom video will progress to the next stage.

🏝️ Benefits

• 100% remote work setup, allowing you to work from your most productive environment.

• Availability during U.S. business hours.

• Direct collaboration with founders at a rapidly growing offshore staffing company with significant traction and a solid client base.

• Full autonomy over customer success strategy, processes, and results.