Head of Customer Success
Job Summary
Building and leading the Customer Success function, the full-time Head of Customer Success will define strategy, oversee onboarding and retention, and drive growth initiatives for a remote team.
Key responsibilities
- Define and own the customer success strategy, including onboarding, adoption, and retention targets
- Design and implement scalable onboarding programs to ensure new customers achieve value quickly
- Report on customer success performance metrics to company leadership and influence product decisions based on customer feedback
Required qualifications
- 7+ years in Customer Success or a related customer-facing role at a B2B SaaS company, with 2+ years in a leadership position
- Proven track record of owning retention and net revenue retention (NRR) targets
- Experience working with mid-market and enterprise customers, including executive stakeholders
- Strong analytical skills to define and track key metrics such as NRR, churn, and CSAT/NPS
- Familiarity with customer success or CRM tools like Gainsight, Salesforce, or HubSpot
Complete Job Description
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