Head of Customer Success & Support

📋 Description

• Personally manage strategic accounts across enterprise organizations, financial institutions, and
• Lead, hire, coach, and develop a small Customer Success and Support team while maintaining direct
• Build and improve customer success and support operations, including onboarding playbooks, service
• Establish account health scoring and reporting to monitor adoption, engagement, customer value, and
• Identify renewal risks at least 120 days in advance and coordinate proactive mitigation plans with
• Partner with Sales on renewals, pricing discussions, and account expansion opportunities.

🎯 Requirements

• At least 6 years of experience in Customer Success or Account Management, including a minimum of 3
• Demonstrated experience leading a team while personally managing strategic customer relationships.
• Proven track record of building, improving, or scaling a Customer Success or Support function in a
• Confidence communicating with C-suite executives, managing directors, and other senior
• Strong experience managing complex customer escalations and coordinating solutions across multiple
• Familiarity with enterprise security reviews, vendor risk assessments, procurement processes, and

🎁 Benefits

• Fully remote opportunity, open to candidates anywhere in the United States or Canada.
• Long-term, full-time growth opportunity structured through a contractor agreement.
• Direct collaboration with company leadership and cross-functional teams, including Sales, Product
• Ownership of strategic customer relationships and the overall Customer Success and Support
• Opportunity to lead, develop, and grow a small team.
• Significant influence over customer onboarding, support processes, account health measurement