Head of Customer Success

Job Summary

Owning the post-sale experience for strategic enterprise customers, the full-time Head of Customer Success will build and lead a high-performing team, set operational strategies, and ensure customer retention and expansion in a remote environment.

Key responsibilities

• Own the Customer Success function with accountability for retention, revenue growth, and customer health
• Serve as the executive sponsor for top enterprise accounts, fostering relationships with key stakeholders
• Hire and develop a team of Customer Success Managers, creating scalable playbooks for customer engagement

Required qualifications

• 10+ years in Customer Success or Account Management in a B2B SaaS or technology company, with 3+ years in a leadership role
• Preferred experience in logistics, freight, or supply chain management with large, multi-stakeholder accounts
• Proven track record of achieving retention and expansion targets for enterprise customers
• Experience in building Customer Success functions, including hiring and process design
• Strong executive presence with the ability to communicate effectively across all levels of an organization