Head of Customer Success
Job Summary
As the Head of Customer Success, this full-time remote position will own the strategy and execution of the post-sale customer experience, focusing on retention and expansion while actively engaging with strategic accounts and leading a growing Customer Success team.
Key Responsibilities
- Own overall retention and expansion targets, being accountable for NRR and churn outcomes
- Coach and support the Customer Success team to deepen accounts and reduce churn
- Build and refine a scalable Customer Success playbook, from onboarding through renewal and expansion
Required Qualifications
- Proven experience in B2B SaaS Customer Success leadership with people management experience
- Track record of owning retention and expansion metrics and coaching teams to achieve targets
- Hands-on leadership style, comfortable engaging with strategic accounts
- Experience building or refining Customer Success processes in high-growth environments
- Strong proficiency in HubSpot, Salesforce, or similar CRM tools
Complete Job Description
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