Head of Customer Success

Job Summary

Leading a high-performing team, the full-time Head of Customer Success will own the entire post-sale customer experience, focusing on onboarding, retention, and expansion in a remote environment.

Key responsibilities

• Hire, manage, and develop Customer Success Managers while establishing a culture of ownership and accountability
• Own and report on key metrics including net revenue retention, churn, and customer health scores
• Build scalable playbooks and an AI-native operating model to enhance customer engagement and streamline processes

Required qualifications

• 10+ years of experience in Customer Success, Account Management, or Client Services, preferably in a SaaS or platform company
• 4+ years of experience leading Customer Success teams, including hiring and performance management
• Experience in e-commerce and managing large to enterprise-sized customer accounts
• Proven creative problem solver with a strong determination to succeed
• Highly organized with the ability to manage multiple projects in a fast-paced environment