Head of Customer Success

Job Summary

A company is looking for a Head of Customer Success for the US and Canada.

Key Responsibilities

• Own Net Revenue Retention (NRR) and drive customer retention, expansion, and long-term revenue growth
• Lead and develop a high-performing Customer Success organization with clear performance accountability
• Establish scalable Customer Success processes and use customer insights to inform strategy and decision-making

Required Qualifications

• 8+ years of experience in Customer Success, Account Management, or Expansion leadership within B2B SaaS or transaction-based platforms
• Proven track record in leading teams responsible for retention, expansion, and revenue growth
• Strong commercial mindset with experience in usage-based or GMV-driven business models
• Highly data-driven with the ability to translate metrics into growth strategies
• Experience scaling teams and building operational frameworks in a high-growth environment