Head of Customer Success & Support

📋 Description

• Own customer relationships after the sale across both sides of the marketplace: the organizations
• Personally manage strategic accounts across enterprise organizations, financial institutions, and
• Lead, hire, and coach a small customer success and support team while maintaining direct account
• Build and implement onboarding playbooks, service level agreements, escalation paths, and ticketing
• Establish account health scoring to create visibility into adoption, engagement, value, and renewal
• Identify renewal risks at least 120 days in advance and coordinate response plans with Sales

🎯 Requirements

• 6+ years of customer success or account management experience, including at least 3 years managing
• Experience leading a team while personally managing customer relationships
• A track record of building or overhauling a customer success or support function in a startup
• Confidence communicating with C suite executives, managing directors, and other senior stakeholders
• Experience handling complex escalations and coordinating solutions across departments
• Familiarity with enterprise security reviews, vendor risk, procurement, and contract and renewal

🎁 Benefits

• Fully remote from anywhere in the United States or Canada
• Long term opportunity designed for someone who wants to build and grow with the company
• Direct collaboration with leadership, Sales, Product, and Engineering
• Ownership of strategic accounts and the customer success operating model
• Opportunity to lead, develop, and help grow a small team