Head of Customer Success

📋 Description

• Build and lead the CS function, define strategy, operating model, and KPIs.
• Lead development of a world-class customer experience with high quality.
• Build segmentation framework, engagement models, and scalable lifecycle programs.
• Establish deep understanding of customers' needs across segments; executive sponsor for key relationships.
• Drive retention, satisfaction, and growth through best-in-class processes.
• Collaborate with Sales, Product, and Engineering to feed product strategy; hire and mentor CS team.

🎯 Requirements

• Proven experience leading and scaling CS functions regionally/global.
• Ability to work across SMB, Mid-Market, and Enterprise segments.
• Data-driven with churn/retention/NPS metrics.
• Exceptional leadership and communication; able to influence executives.
• Passion for delivering extraordinary customer experiences.
• Hungry, competitive operator with strong problem-solving and relationship-building.

🎁 Benefits

• In-office full-time collaboration with like-minded professionals.
• Healthcare, dental, and vision benefits.
• 401k with 3% employer match.
• Personal development budget of $500 per year.
• Learn from top engineers and creatives in a diverse team.
• Equity in the company if Heidi wins.