Head of Customer Success

Job Summary

Leading the Customer Success Management team, the full-time Head of Customer Success will oversee client retention and health post-launch, manage a team of Customer Success Managers, and drive strategic initiatives to enhance client relationships and revenue growth in a fully remote environment.

Key Responsibilities:

• Oversee and manage a team of Customer Success Managers, providing coaching and support for exceptional client outcomes
• Own the overall health and retention of the post-launch client base, focusing on maintaining net revenue retention (NRR)
• Develop and refine the customer success strategy, client segmentation model, and engagement playbooks for scalability

Required Qualifications:

• 6+ years of experience in a SaaS Customer Success role
• 2+ years of experience managing a Customer Success team
• Proven track record of owning NRR or retention metrics in a B2B SaaS environment
• Experience managing enterprise client relationships across multiple stakeholder personas
• Commercial acumen with demonstrated ability to identify expansion opportunities