Head of Customer Success

Job Summary

Leading the Customer Success function, the full-time remote Head of Customer Success will manage the client journey from post-sale onboarding to steady-state delivery, ensuring high adoption and retention while overseeing vendor management and client portal support.

Key Responsibilities

• Own the end-to-end client onboarding process, ensuring timely and quality delivery from post-sale to go-live
• Manage relationships with client-delivery vendors, setting clear standards and monitoring performance
• Design and implement a client portal support playbook to enhance user experience and responsiveness

Required Qualifications

• 15+ years in customer success, account management, or client delivery leadership, preferably in B2B professional services or SaaS
• Bachelor's degree in Business or a related field (or equivalent experience)
• Proven experience in onboarding and program management, delivering successful go-lives at scale
• Strong vendor management skills, including sourcing and governing delivery vendors
• Working knowledge of KYC/AML compliance related to client onboarding processes