Customer Success Leader
Job Summary
To build and lead the Customer Success function, the full-time Head of Customer Success will manage onboarding, operational relationships, and account health metrics while initially serving as a player-coach for key accounts in a remote-friendly environment.
Key responsibilities:
- Own onboarding processes and ensure steady-state usage with clear milestones
- Run structured Sales-to-CS handoffs and coordinate launch activities across various systems
- Design and implement the account health model, including scoring and risk management playbooks
Required qualifications:
- 7+ years of experience in Customer Success at a B2B SaaS company, with a focus on building CS functions
- Proven track record of improving retention and adoption metrics
- Experience with usage-based or transaction-based revenue models
- Strong project management skills across multi-site implementations
- Comfortable using data analytics to drive customer success initiatives
Complete Job Description
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