Head of Customer Success

📋 Description

• Own overall Customer Success strategy and execution, with direct accountability for retention
• Drive customer adoption by increasing both the breadth and depth of product usage across the
• Coach, enable, and actively support the Customer Success team, stepping directly into strategic
• Lead, develop, and scale the Customer Success organization as the business grows, including hiring
• Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption
• Establish customer success plans, health-scoring frameworks, account-management standards, and

🎯 Requirements

• Proven leadership experience in B2B SaaS Customer Success, including direct people-management
• Demonstrated experience owning retention and expansion metrics and coaching teams toward measurable
• Hands-on leadership approach, with the ability to personally engage with strategic accounts while
• Experience building, improving, or scaling Customer Success processes within an early-stage or
• Strong understanding of the complete customer lifecycle, including onboarding, adoption, renewal
• Consultative and customer-focused mindset, with the ability to ask thoughtful questions, identify

🎁 Benefits

• Opportunity to build and lead a Customer Success organization within a rapidly growing SaaS
• Direct collaboration with founders and senior leadership on customer strategy and organizational
• Significant ownership and autonomy in shaping Customer Success processes, playbooks, and team
• Exposure to strategic customer relationships and the opportunity to influence retention and
• Entrepreneurial, low-ego working environment focused on ownership, execution, and measurable
• Opportunity to work within an AI-native technology environment focused on modernizing partnership